Customer Success Manager

Our Story:

We’re EX.CO, the world’s leading self-serve video technology platform. We empower publishers to own their video strategy for maximum yield by providing easy-to-use, AI-based solutions for ad serving, monetization, content automation, interactive experiences, and contextual targeting.

Our one-stop-shop platform is globally trusted by some of the largest publishing media companies including Arena Group, Clarín, CBSi, Frequent Flyer Services, Hearst, MLB, Nasdaq, News Corp, PRISA, Refinery29, Sports Illustrated, Vice, and many more!

Founded in 2012 with employees located around the world, EX.CO is backed by The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures. For more information head to EX.CO.

Your Story:

You’ll be joining a core team at EX.CO to lead the charge with our Spanish-speaking customers and get to work closely with all stakeholders at the company. This position is based in our NYC office. Acting as the liaison between your publishers and EX.CO’s Product, RevOps, and Tech teams to meet publisher KPIs, and revenue goals, and evangelize EX.CO’s video platform. Delivering best-in-class services to your publishers by bringing them strategic vision, training, and planning sessions and ensuring continuous growth through the different customer journey stages. You will be the face of EX.CO for your publishers and their biggest advocates to Product and Revenue teams. Keeping up with industry trends and updates to effectively educate and smoothly navigate your customers through the changes.

Long story short, You will:

• Be the trusted adviser and partner to a portfolio of publisher customers and orchestrate their customer journey stages
• Collaborate with Business Development, Technical CSM, Product and other key stakeholders to onboard new customers and drive continuous growth for existing customers
• Work with publishers on their video strategy by advising on site layout, best practices, and approach to content
• Identify new growth and upsell opportunities through data, market trends and new product releases
• Set goals with publishers through business planning sessions and craft regular QBRs
• Be the voice of the publisher to internal teams and provide regular updates to executive leadership to meet goals
• Demonstrate tech aptitude by working with self-serve tools, complex systems and programmatic knowledge.

It will be awesome if you have:

• 3+ years of customer-facing experience (Customer Success, Client Services, Ad Ops, Account Manager, Program Manager, Technical roles)
• 2+ years of experience at an Ad-Tech company, publisher, or agency
• Fluent in Spanish - reading, writing and speaking skills, ability to speak across various Spanish-speaking markets- must
• Great Excel skills.
• Customer-centric approach to managing and growing publisher/customer relationships
• Entrepreneurial spirit, eager to learn and diligent contributor
• Stellar organizational, writing, listening, and presentation skills
• Sense of ownership skills, time management, project management, and prioritization
• Ability to be analytical, resourceful and tech-interested to see problems to resolution

It will be SUPER awesome if you have:

• Experience using tools such as Tableau and CRM tools (Freshdesk, Salesforce, Monday)
• Familiarity with SSPs, video platforms/OVPs, DSPs
• Served as a consultant to media or video companies
• Sales background has led upsell opportunities
• Previously worked as a Program or Project Manager directly with customers