Job Description

Customer Success Manager - Brands & Agencies

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before.

The Role:

We're looking for a driven, relationship-focused Customer Success Manager to join the Client Services team. This role is for someone who finds satisfaction in cultivating strong partnerships, building trust, and ensuring our clients see consistent, long-term value from their investments.

As a CSM, you are the primary engine of growth for your portfolio. You will manage a book of business, helping clients navigate the complexities of programmatic and multi-channel digital media. We want a strategic CSM who can independently manage a book of business, assess client performance and map out the next steps for their digital evolution, whilst being willing to learn and grow in professional experiences.

Primary focus is to ensure retention while actively seeking ways to expand our footprint within each account. You'll be responsible for turning Tier 2 and Tier 3 accounts into stable, long-term partnerships through consistent delivery, proactive communication, and thoughtful diversification, while also supporting senior team members on Tier 1 accounts.

Key Responsibilities:

• Account Execution & Planning: Manage and execute tailored account plans that align with client KPIs. Regularly reviewing your book of business to ensure we are staying ahead of market trends and client needs
• Revenue Growth: Identify growth opportunities. Lead upsell and cross-sell conversations by showing clients how additional channels or programmatic strategies with Genius Sports can solve their specific business challenges
• AdTech Consultancy: Serve as the day-to-day expert on multi-channel strategies (Display, Video, Social, DOOH etc.). You must be comfortable explaining performance data, attribution and the 'why' behind campaign results
• Relationship Management: Build strong, multi-level relationships within your accounts. You should be effective at delivering a Monthly Performance Review and liaising with senior team members for executive QBRs
• Churn Mitigation: Proactively identify 'at-risk' signals and work with internal teams to deploy solutions that ensure long-term retention

What You'll Bring:

• Experience: 2+ years in Customer Success or Account Management or Media Planning within the AdTech or Digital Media space
• Programmatic Literacy: A solid understanding of the programmatic ecosystem, including how DSPs and SSPs function across differing channels
• Commercial Mindset ('Farmer' DNA): You enjoy the steady work of building trust and find it rewarding to see a client's sophistication and spend grow through your guidance
• Data Storytelling: You don't just report numbers; you extract a narrative. You can look at a dashboard and provide actionable insights that help a client improve their ROI
• Resilience & Agility: A willingness to pivot between account strategy and administrative requirements for campaign execution
• Cross-Functional Collaboration: You're a team player who's comfortable working cross-functionally with Sales, Ad Ops, BI, Creative, and Product to align on client goals and ensure campaigns are executed smoothly
• Sector Expertise: Previous experience or a strong interest in building relationships with Brands and Agencies is a significant plus

We enjoy an 'office-first' culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.

As well as a competitive salary and range of benefits, we're committed to supporting employee wellbeing and helping you grow your skills, experience and career.

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.

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