Customer Success Manager

Customer Success Manager

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Customer Success Manager role at InfoSum (WPP subsidiary) focused on driving adoption and usage of the data collaboration platform in a post-cookie advertising landscape, reporting to a newly promoted Senior CSM with clear path for growth.

What you'll be doing:

The Customer Success Manager (CSM) will be a key member of the North American Client Services team at InfoSum, responsible for driving the adoption and usage of InfoSum's data collaboration platform. This role is critical as InfoSum transitions from a flat-rate SaaS model to a usage-based revenue model, placing heavy emphasis on driving platform adoption and client engagement.

After the sales team closes a new contract, the CSM takes ownership of the client relationship. This CSM will manage a portfolio of accounts and will be responsible for making the InfoSum platform indispensable to clients through strong relationship building, understanding their business goals, and aligning them with InfoSum's capabilities.

The core focus is on ensuring client stickiness, securing renewals, and identifying expansion opportunities. The CSM will manage a portfolio of approximately 16-20 accounts, including a mix of major brands, publishers, and data providers, alongside smaller customers.

What you'll need:

Industry Experience: A minimum of 3-5 years in a customer success or account management role within the Ad Tech industry.

Paid Media Expertise: Solid understanding of the paid media marketplace, including how decisions are made, how money moves, and the competitive landscape (DSPs, SSPs, data platforms). Candidate doesn't need to know everything but should know "a sliver of it" and be hungry to expand.

Business & Outcome Focus: Ability to articulate success through business outcomes and metrics (e.g., revenue growth, usage increase) rather than just relationship management.

Usage-Driven Mindset: Understanding that renewals are earned through continuous value delivery and driving platform usage, not through a once-a-year conversation.

Technical Aptitude: Technical understanding of how Ad Tech platforms work. While not a coding role, the candidate must be able to grasp technical concepts to be a credible partner to clients and internal teams.

Attitude & Hunger: "Be hungry. Attitude is most important. Attitude and talent." — strong desire to learn, grow, and take ownership. Proactive, startup mentality.

Career Commitment: Preference for candidates who have demonstrated commitment by staying with a previous company for at least two years, showing they can deeply learn a technology.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

$60,000 - $140,000 USD

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.