Manager, Customer Success

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

About the team This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Beeswax, our Demand Side Platform (DSP) programmatic offering. The Customer Success team acts as the day-to-day point of contact for self-serve buyers on the Beeswax platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Beeswax is meeting our clients’ critical business challenges and evolving needs.

Job Description

About the Role

Reporting to the Senior Manager, Customer Success, we are looking for a Manager, Customer Success, to lead and develop a small team of Customer Success Managers. This person will onboard, train, and develop their team to ensure they promote the retention, success, and satisfaction of their assigned accounts. Also, the Manager of Customer Success will be responsible for a book of their own accounts. 

You will bring a consultative mindset to manage customer relationships across a variety of stakeholders, with an emphasis on the client’s ad operations teams. Additionally, you will work with internal Engineering, Product, Solutions, Account Management, and Support teams to provide market feedback and customer requirements while ensuring client expectations are managed as we grow our partnerships. 

This role is perfect for someone who is curious, customer obsessed and is looking to accelerate their career at a growing organization. 

What You'll Be Doing:

• Manages, trains, and develops a team of Customer Success Managers, including developing career growth plans and performance goals 
• Responsible for driving customer satisfaction for team’s assigned book of business 
• Develops internal processes to improve team efficiency and customer satisfaction 
• Provides insight into customer challenges, needs, and opportunities to cross-functional stakeholders including product, marketing, engineering, customer success, and sales leadership 
• Works cross-functionally to develop go-to-market strategies and drive initiatives 
• Serves as an escalation point for customer issues 
• Uses programmatic knowledge to consult customers on best practices for running their self-service campaigns 
• Make proactive recommendations of feature usage and optimizations that will help your customers scale on the platform 
• Liaise with cross-functional Beeswax teams (including Account Management, Product, Engineering, and Support) to ensure sustained value and delivery against customer goals 
• Assist in triaging and troubleshooting issues alongside support 

Who You Are:

• 5+ years of experience in a customer facing role at an advertising technology company, ideally account management or customer success 
• 1+ years of managing a team 
• The ability to learn & teach technical concepts to technical and non-technical contacts 
• Strong organizational, presentation, and communication skills  
• Experience working with cross-functional teams 
• Dependable and accountable 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Salary:

Primary Location Pay Range: $107,374.82 - $161,062.22

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years