Customer Success Manager

WHO WE ARE At Basis, we empower agencies and brands with cutting-edge software that automates digital media operations. Our all-in-one platform supports seamless planning, reporting, and financial reconciliation across direct, programmatic, search, and social media. We’re not just building advanced technology; we’re also building a culture where passionate, motivated individuals come together to drive meaningful change. Our commitment to inclusivity and growth ensures our employees thrive both professionally and personally. With our headquarters in Chicago, we offer flexible work options across the U.S. and Canada, including remote, hybrid, or on-site at headquarters. ABOUT THE TEAM The Customer Success team is part of the broader Basis Customer Experience team which includes Basis Solutions and Engineering, Customer Onboarding, and Customer Success. The Basis Customer Experience team is the center of our software operations and is the driving force behind our sales and support. Through our ‘raving fan’ service philosophy, we provide above and beyond service to thousands of advertisers, agencies, and other media buying professionals. Members of this team enjoy the opportunity to gain deep insight into the online advertising world and grow their careers through continued education in the workplace. WAYS YOU’LL CONTRIBUTE You will enthusiastically grow revenue and drive adoption of the Basis Platform through strategic account management and relationship building. You will be responsible for growing existing revenue alongside Sales by partnering with your clients to identify and meet their business objectives, ensuring their success as they adopt a new platform. From training them on Basis usage, DSP strategy and optimization, to defining packages and pricing, you’ll own the day to day and become an integral part of your clients’ digital strategy. You will also contribute by: Owning your own book of dedicated customers; focused on continued revenue growth, widening platform usage, goal development, and establishing clear product feedback communication channels. Establishing best practices and creative strategies to rapidly grow client spend and platform adoption through continued education, proactive outreach, opportunity tracking, and goal development. Collaborate with cross functional teams (Product, Sales, and Support) to resolve issues, prioritize feedback, and enhance client value. Providing business insights through Partner Reviews and other regular reports to help drive revenue and Partner KPIs against platform usage. Maintain detailed client health tracking, usage metrics, and engagement documentation in CRM and CS tools. Maintaining a deep understanding of Basis' software products and industry knowledge to be able to speak with customers and the team about the most relevant features/functionality for their specific business needs. Working closely with champions and decision makers to influence growth strategies thru Raving Fan Service. Continuing education and developing programmatic buying knowledge and skills of your customers. Reviewing campaigns and provide detailed feedback to educate platform buyers. Helping realize client goals by customizing training, guiding campaign set up, and making optimization recommendations. Working with Basis' internal support, product, and operations teams to provide high level of assistance post sale. Maintaining and improving the NPS (Net Promoter Score) and advocacy program WHAT YOU BRING TO THE TABLE Min 2 years experience in advertising technology or related field Min 2 years sales experience in either direct sales, sales training, or account management 1+ years experience in a DSP/programmatic space Dynamic presenter and public speaker Loves to solve problems and dig into challenges Ability to adapt quickly to a rapidly changing technology environment Experience working with and influencing cross functional teams Super-positive attitude, worthy of our ‘raving fan’ service philosophy Ability to learn complex software applications and to thrive in a fast paced, ever-changing, startup environment Excellent written and verbal communication skills, organizational, people, & time management skills Enthusiasm to grow revenue & drive adoption of Basis Deep knowledge of online business practices The ability to travel (including some day and overnight trips) Commitment to creating inclusive, respectful environments where all voices are valued and supported. Thoughtful approach to collaboration, design, and decision-making that prioritizes equity, access, and continuous learning. BONUS POINTS Bachelor's degree or higher Experience or certification with Basis & Basis Certified $70,000 - $93,000 a year This salary range reflects a typical compensation range for the role and level in most U.S. locations. Final compensation offered will depend on your location, experience, and skills. Total compensation may also include bonuses, equity, and competitive benefits. Integrity in Hiring At Basis, integrity is at the core of how we hire. To protect our candidates and our company, we verify identity, education, and employment history for all hires. Some roles may also require onsite or in-person interviews as part of the process. Any misrepresentation of identity, experience, or skills may result in removal from the hiring process or termination of employment. We value transparency and authenticity and expect the same from every applicant. Anything Else? Don’t have every skill listed? No problem! We know experience can be built in many ways. If you have relevant skills that aren't reflected in your resume, we encourage you to share them in an optional cover letter. Life with Basis We’re committed to our people’s growth and well-being because our success is tied to theirs. That’s why we’ve earned recognition as a top workplace, including: Ad Age, #1 Best Places to Work 2025, WorkLife's #1 Most Committed to Work Life Balance, and the Chicago Tribune's Top Workplaces in Chicago. We offer competitive perks, including a flexible work week, 401k/RRSP matching, mental health support, paid sabbaticals, generous parental leave, flexible work options, and more. Basis is proud to be an equal-opportunity employer. We celebrate all team members regardless of gender identity, sexual orientation, race or cultural background, religion, disability, age, and beyond. If you need assistance with interview accessibility, please contact talent.acquisition @basis.com. Your privacy is important to us, view our policy here . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.