Customer Success Manager

You'll be joining a core team at EX.CO to lead the charge with our 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, 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 & Revenue teams. Keeping up with industry trends and updates to effectively educate and smoothly navigate your customers through the changes.

Who we are:

EX.CO is the video technology fueling growth for media leaders worldwide. Since we launched, our mission has been to shape the future of media technology, powering publishers' business success in a rapidly changing reality. Today, we partner with leading media companies—including Gannett (USA Today), Hearst Newspapers, Motorsport Network, The Arena Group (Parade, The Street), and Ziff Davis (Mashable) —to maximize revenue across every screen: web, mobile apps, CTV, and DOOH. Our technology combines an online video platform with a machine learning-based yield engine, giving media owners the control, scale, and transparency they need to thrive.

What drives us is simple: we're stronger together, always evolving, and radically transparent. Collaboration fuels our best work, innovation keeps us ahead, and honesty builds lasting trust with our colleagues, partners, and customers. We are proudly backed by The Walt Disney Company, Saban Ventures, Viola Group, 83North, and others.

Now we're growing our team—and that's where you come in. We're building a place where talented people make an impact, ideas spark change, and everyone has a seat at the table.

What You'll Do:

• 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.

What We're Looking For:

• 4+ 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 
• 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

Advantages:

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

What we offer:

• Competitive salary 
• Health coverage (based on location)
• A flexible, hybrid work schedule in a dynamic and supportive environment
• Generous paid time off
• Stock options
• Company paid holidays 
• Company paid sick leave
• Retirement savings plans
• Paid parental leave
• Volunteering days
• Employee referral program
• Training and development programs
• Casual dress code
• Women's Employee Resource Group 
• An innovative tech company at the forefront of machine-learning-driven video 
• Hands-on experience working with high-impact digital assets
• Collaboration with a talented and diverse global team

**The pay range for this position in New York is $80,000 – $120,000