Senior Customer Success Manager

About

Guideline is a global provider of ad intelligence and media plan management technology. Our solutions deliver the industry's most comprehensive and timely insights, enabling publishers, agencies, brands, investors, and consulting firms to optimize media performance and drive superior business outcomes. Guideline’s proprietary spend and pricing data represents approximately $200 billion in annual media investment across 65 countries.

About The Role

As a Senior Customer Success Manager at Guideline, you will own strategic relationships with some of the world's leading brands and media owners. You will also play a key role in building and nurturing relationships with alliance and channel partners. You will be at the forefront of ensuring our clients maximize the value of our solutions, driving customer adoption, engagement, and overall satisfaction from onboarding through renewal and expansion.

Responsibilities

• Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices, and satisfaction of Guideline solutions.
• Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions.
• Develop and manage relationships with alliance and channel partners, supporting business development efforts.
• Own the customer renewal process, proactively managing timelines, and engaging with customers throughout the year to ensure exceptional service and seamless contract renewals.
• Introduce new and existing products to benefit customers and grow accounts.
• Drive customer satisfaction by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings.
• Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth.
• Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes.
• Collaborate with sales, product, and support teams to address any obstacles to renewal and ensure customers’ expectations are met or exceeded.
• Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify opportunities where alliance and channel partners can extend Guideline's value proposition.
• Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client.
• Engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs), educating users on product features, utilization, and driving value realization.
• Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.

Requirements

• Minimum of 5-8 years of experience in a customer-facing role, preferably in B2B SaaS customer success, account management, or consulting.
• Prior experience in media, advertising, media intelligence, DaaS/SaaS, or ad measurement industries.
• Familiarity with how brands, agencies, or media owners evaluate and act on media intelligence data is a plus.
• A growth-oriented mindset, critical thinking, and a solution-oriented mindset.
• Ability to identify and act on opportunities for improvement in process, product usage, customer engagement, cross-functional collaboration, and comfort with technical solutions.
• Excellent written and verbal communication skills with a genuine desire to see clients succeed.
• Highly organized and responsive to customer needs and internal teams.
• Curiosity and eagerness to learn, explore, and teach others.
• Exceptional relationship-building skills with empathy for customer pain points and a dedication to resolving issues effectively.
• Demonstrated ability to manage competing priorities with a sense of urgency while maintaining professionalism and accuracy.
• Proficiency in Excel, PowerPoint, Salesforce; experience with Jira, Gong, Pendo, and advertising data or media intelligence platforms is preferred.
• Bachelor’s degree in communications, advertising, business, information technology, or related field preferred.

Benefits

• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
• STD, Life, LTD and AD&D
• 401(k) with a company match program
• Unlimited Paid Time Off (PTO)
• Paid Parental Leave
• Commute Benefits
• Employee Recognition Program
• Referral Bonus Program

Equal Opportunity

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.