Customer Success Manager

Job Description:

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As a Customer Success Manager (CSM) at IAS, you are a relationship manager, an ad-tech consultant, a cross-functional orchestrator, and a strategic problem solver. You will independently own a high-value, fast-moving book of direct advertiser and agency clients across CEE (with a strong focus on the DACH region).

In the digital ad-verification space, technology changes daily and internal processes are constantly evolving. We are looking for an adaptable, resilient professional who thrives in complexity, remains calm under high-stakes client pressure, and loves the challenge of building structure out of ambiguity. If you require highly rigid, pre-packaged processes to get things done, this is not the environment for you. If you are energized by cross-functional firefighting, technical deep-dives, and driving commercial growth, you will thrive here.

Furthermore, as the advertising and tech landscape enters the era of AI, we are actively looking for a tech-forward strategic thinker who understands how to seamlessly integrate AI tools into their daily operational workflows. You should possess a genuine curiosity about how AI and Agentic technologies are transforming the digital advertising industry, and be excited about bringing those insights to our clients. If you require highly rigid, pre-packaged processes to get things done, this is not the environment for you. If you are energized by cross-functional firefighting, technical deep-dives, and leveraging the AI revolution to scale your impact, you will thrive here.

What You’ll Do:

- Drive Commercial & Programmatic Retention: You feel comfortable to secure renewals and unlock expansion, even without a sales partner on your side. You will proactively identify platform adoption gaps, optimize campaign delivery, and guide clients on maximizing their ROI.
- Command Client Rooms & High-Stakes Escalations: Confidently own senior-level meetings, strategic performance reviews, and sensitive client escalations (e.g., tech discrepancy disputes). You must remain highly composed, analytical, and empathetic in situations with urgency.
- Master & Translate Complex Ad-Tech: Develop a deep, hands-on technical understanding of the IAS product suite. You must be able to translate complex data, technical anomalies, and product mechanics into simple, actionable business value for clients.
- End-to-End Account Ownership: Orchestrate the entire client lifecycle (onboarding, technical integration, campaign optimization, QBRs, and renewals) for around 30 strategic and highly demanding accounts.
- Lead Through Ambiguity & Gaps: Act as an internal pioneer. When processes are uncompleted, siloed, or under review, you don't wait for a manual. You proactively coordinate with Product, Technical Client Operations, Sales Operations and Finance to build temporary workarounds and champion permanent solutions.

What You'll Need:

- Languages: Professional fluency in both German and English is mandatory (written and verbal). You will be presenting to major region brands and agencies regularly.
- Ad-Tech & Programmatic Literacy: Solid, practical understanding of the digital advertising ecosystem, including the mechanics of programmatic buying (DSPs/SSPs), social platforms, CTV and how major media holding groups operate.
- Resilience & Ambiguity Tolerance: Proven track record of managing a large, high-pressure book of business where you successfully navigated incomplete internal workflows, system gaps, and tight client deadlines.
- High-Caliber Communication: Outstanding presentation and project coordination skills. You can explain highly technical issues cleanly to non-technical, senior executive stakeholders.
- Analytical Engine + Commercial Mindset: You enjoy digging into data, isolating campaign discrepancies, and transforming raw analytics into a compelling narrative that proves ROI and defends contract renewals.
- Experience: Ideally 3+ years in a highly technical Customer Success, Account Management, or Ad Operations role (such as at a media agency, DSP, SSP, publisher, or ad-tech provider)
- Can demonstrate you have successfully driven revenue growth across your account portfolio.

This role is for you if:

- You love solving puzzles and are comfortable saying, "I don't know the answer yet, but I'll figure it out."
- You are an exceptional project coordinator who enjoys keeping multiple moving parts aligned.
- You want to become a highly visible, trusted advisor to some of the largest advertisers in the EMEA region.

About Integral Ad Science:

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry’s most actionable data to drive superior results for the world’s largest advertisers, publishers, and media platforms. IAS’s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, visit integralads.com.

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected]. We will get back to you if there's interest in a partnership.

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