Sr. Customer Success Manager

LiveRamp is the data collaboration platform of choice for the world's most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases-within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

Are you a customer-centric thinker with project management skills, have a keen eye for detail and a passion for doing right by the customer? Do you thrive in a fast-paced environment where you are surrounded by people who inspire you to be better and work harder every day? Do you want to be on the vanguard of marketing technology and Big Data? Consider joining our team.

You will:

• Assist our clients with day-to-day management and troubleshooting for some of our largest and most strategic agency partners

• Drive adoption of LiveRamp products and services - blocking and tackling barriers to adoption and success

• Effectively lead initiatives that require collaboration across several internal LiveRamp resources and stakeholders, including but not limited to: product, finance, technical services, data ethics, legal and privacy teams

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives 

• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders

• Monitor, analyze, and forecast a customer's usage of our products 

• Assist with challenging client requests or issue escalations as needed

Your team will: 

• Drive adoption of LiveRamp products and services - blocking and tackling barriers to adoption and success. We love our customers and we want them to love us too. 

About you: 

• Enterprise B2B SAAS CSM experience, with specific emphasis on Data analytics, Cloud, Collaboration or Identity

  • Minimum of 2 yrs as CSM/Account Director, or 6+ years customer facing 

  • History of growth in seniority of roles or size of accounts preferred 

• Must have experience with accounts $250K+ in ARR, or negotiation and project management skills across 10+ accounts

• Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side

• Familiarity with Salesforce or other CRM Software

• Experience drafting QBRs, executive summaries

• Experience managing senior or executive-level client relationships

• Experience managing renewals and partnering with Sales on upsells/cross-sells

• Strong leadership capabilities:

  • Ability to steer a group of internal stakeholders towards a common objective

  • Motivating and project managing internal stakeholders

• Strong organizational capabilities 

  • Ability to plan ahead for what you need to do

  • Ability to triage across a large variety of tasks and stakeholders, and identify most urgent or important tasks 

• Resourceful + Steadfast

  • Ability to source/obtain information that you don't inherently possess

  • Ability to navigate disparate internal and external resources 

  • Not easily swayed from getting information necessary 

• Tact and presence:

  • Able to prepare for a C level conversation (bonus: familiarity with NPV, IRR, ROI)

  • Ability to craft & present summary of value delivered from customer's perspective

• Strategic insight

  • Able to demonstrate an understanding of clients' business goals and objectives, and ensure our solutions are aligned with their success criteria.

  • Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.

  • Bonus/ideal: Understands the client's business & industry well enough to be able to anticipate future risk and proactively mitigate vs. reacting to risk when it may be too late

• Strong Relationship & Empathy

  • Ability to digest how product/process change might impact customer's business

  • Ability to communicate why change is disruptive and empathize with customer

  • Bonus: Ability to provide recommended adjustments to change based on customer & potential other customers

Bonus Points:

• Project Management experience 

• ​Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)

Benefits:

• People: work with talented, collaborative, and friendly people who love what they do.

• In-Office Food: enjoy catered meals, boundless snacks, and the occasional food truck.

• Fun: we host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. 

• Work/Life Harmony: flexible paid time off, remote work opportunities, and paid parental leave. 

• Whole Health Package: medical, dental, vision, and disability insurance. Plus mental health support (via Talkspace) and fitness reimbursement up to $100 per month. 

• Savings: our 401K matching plan helps you plan ahead.

• Remote Work Support: a comprehensive program to assist you in setting up a home office that works for you

• Location: Work in the heart of New York

The approximate annual base compensation range is $110,000 to $130,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

More about us:

LiveRamp's mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles-one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.