Senior Customer Success Operations Manager

About the Role:

We are hiring a Senior Customer Success Operations Manager to join our CTV and OMNI publisher team in New York. Our CSOMs typically come from Advertising Operations or analytical ad tech backgrounds.

As a Senior CSOM, you will own the day-to-day health of a portfolio of publisher accounts, with a focus on CTV and omnichannel inventory. You are the person who gets to the root of integration, delivery and revenue issues, and who can explain them clearly to technical and non-technical audiences.

You will work with Customer Success Managers, publishers' AdOps teams and internal technical teams to get fixes and implementations delivered on schedule. The best fit combines ad operations knowledge, technical and creative thinking, and strong communication skills.

As PubMatic's products and services evolve, this Senior CSOM stays ahead of monetization trends in CTV and omnichannel, helps define what good onboarding and optimization looks like, and helps the broader Customer Success team put it into practice. You will also coach newer CSOMs on the team. AI is part of how we work, and this role is expected to help set the standard for the team.

What You'll Do:

Publisher Ownership & Growth

• Own onboarding and optimization for a portfolio of CTV and OMNI publishers, from integration through to steady-state revenue growth
• Partner closely with publishers and internal teams to grow publisher revenue, tracked through metrics such as fill rate, eCPM and time to first revenue
• Prepare for and take part in quarterly business reviews with clients, covering technical issues and product support opportunities
• Where relevant to your publishers, manage capacity, allocation and overage conversations alongside the Customer Success team

Onboarding, Integrations & Escalations

• Manage account setup and keep publisher accounts accurate on the PubMatic platform
• Make sure technical integrations land on time, and keep publishers informed and supported through implementation
• Work with sales, marketing, business development, product management and engineering to deliver customized implementation plans for select clients
• Lead escalations from publisher and demand partners (integration issues, discrepancies, brand safety and the like) through to resolution, and document the root cause

Reporting, Insights & Collaboration

• Build and interpret reporting that surfaces competitive insights and growth opportunities for publishers
• Work with US Customer Success, Product and Marketplace teams to track and improve monetization across the Americas region
• Gather product feedback on monetization gaps from customers and the Customer Success team, and turn it into clear asks for Product
• Keep Salesforce, JIRA and other support systems current

AI & Team Enablement

• Use AI tools in your day-to-day work to speed up troubleshooting, reporting and documentation, and share what works with the broader Customer Success team
• Build repeatable AI-assisted workflows for recurring work like publisher diagnostics, QBR prep and escalation summaries, and document them so the team can reuse them
• Help the team get more out of AI by sharing prompts and tips and coaching newer CSOMs, while following PubMatic's data security and confidentiality guidelines
• Coach newer CSOMs and share best practices across the team

This is a hybrid role based in New York, with occasional travel to client sites (including the Bay Area) for strategic and quarterly business reviews.

Who You Are:

• 4+ years of experience in programmatic monetization or campaign optimization
• Solid understanding of programmatic auction dynamics
• Deep knowledge of ad serving, video and rich media ads, and monetization
• Working knowledge of RTB, PMPs, header bidding/wrapper (Prebid), SDKs and the main ad formats and platforms
• Understanding of the CTV and OTT ad stack, including VAST, server-side ad insertion, pod and ad-break structure, and supply chain transparency (ads.txt, app-ads.txt, sellers.json, schain)
• Knowledge of ad servers and platforms such as Google Ad Manager; exposure to CTV ad servers and SSAI vendors is a plus
• Proficiency in Excel or Google Sheets, including pivot tables and lookups, and comfort working with BI tools such as Looker
• Experience using complex datasets to track performance trends, identify anomalies and find their root causes
• Hands-on experience using AI tools to analyze data, draft documentation and cut down repetitive work, with good judgment on when to trust the output and when to double-check it
• Working knowledge of web technologies, ideally HTML and JavaScript
• Experience with debugging tools such as Chrome DevTools, Charles Proxy or Fiddler, and Prebid debugging tools; experience validating VAST tags is a plus
• Experience owning a book of publisher or client accounts, and a track record of guiding teammates or newer colleagues
• BA/BS degree

• Experience with SQL and other database tools
• Experience connecting AI assistants to internal data and tools (for example through connectors or APIs) to automate diagnostics and reporting
• Experience supporting Mobile App or in-app publishers alongside CTV

• Pro-active and self-motivated
• Curious about new tools, willing to experiment and share what you learn, and quick to drop what doesn't work
• Strong attention to detail, well organized, with a structured approach to tasks
• Good with documentation: you will design and build an optimization playbook for CTV and omnichannel publishers
• Logical reasoning, problem solving and an analytical mindset
• Customer service oriented attitude
• Excellent written and spoken English skills

Additional Information

Return to Office: PubMatic employees throughout the globe have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Benefits: Our benefits package includes the best of what leading organizations provide such as, paid leave programs, paid holidays, healthcare, dental and vision insurance, disability and life insurance, commuter benefits, physical and financial wellness programs, unlimited DTO in the US (that we actually require you to use!), reimbursement for mobile and fully stocked pantries plus in-office catered lunches 5 days per week.

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

About PubMatic

PubMatic is one of the world’s leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.

Founded in 2006 with the vision that data-driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi-screen and multi-format content that consumers demand.

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