Senior Customer Success Manager

Senior Customer Success Manager

Freestar's publishers need partners who can grow with them — and the Senior CSM role exists for someone who brings that depth. You own a portfolio of Freestar's more complex, higher-stakes publisher relationships, operating with a level of autonomy and strategic influence that goes beyond day-to-day account management.

You've been in this industry long enough to have developed real pattern recognition. You know what good monetization looks like across different publisher types, you can spot a floor pricing problem before it shows up in the numbers, and you've had enough difficult client conversations to navigate them without breaking a sweat. You don't need a playbook for every situation — and when one is missing, you help build it.

This role sits at the intersection of trusted advisor and yield expert. Your publishers should feel like they have a genuine advocate inside Freestar, and your peers should feel like they have a resource they can learn from.

Publisher Partnership

Own a portfolio of Freestar's more complex publisher accounts, serving as their primary strategic point of contact

Lead executive business reviews with a clear point of view — not just a performance recap, but a forward-looking perspective on where the relationship should go

Build deep, multi-threaded relationships within publisher organizations, spanning revenue, ad ops, product, and editorial

Anticipate risks and opportunities before they're surfaced by the publisher, and come to every conversation prepared with a recommendation

Yield & Optimization

Take ownership of performance analysis end-to-end — identifying trends, forming hypotheses, designing tests, and tracking outcomes across your portfolio

Drive more sophisticated optimization work: auction dynamics, floor pricing strategy, identity and audience approaches, format diversification, and the interplay between user experience and revenue

Serve as a technical resource for both your publishers and your peers — able to go deep on programmatic mechanics and explain them clearly to any audience

Collaborate with yield, demand, and product teams on bespoke solutions for accounts with unique needs or meaningful scale

Strategic Growth

Identify and develop expansion opportunities that are genuinely additive — new products, formats, or services that make sense for each publisher's specific situation

Contribute meaningfully to renewal conversations, bringing a clear account narrative and commercial instincts to the table

Flag patterns you're seeing across your portfolio that could inform product development, demand strategy, or CS process improvements

Team Contribution

Mentor and support junior CSMs, sharing your experience and helping elevate the team's collective standard

Help build and refine playbooks, QBR templates, and best practices based on what you're learning in your accounts

Contribute to onboarding and training as a subject matter resource

5–8 years of experience in customer success, account management, or a publisher-facing role within ad tech or programmatic advertising

Proven track record managing complex, high-value accounts with multiple stakeholders

Deep, working knowledge of the programmatic ecosystem — header bidding, floor pricing, auction mechanics, yield optimization, GAM, and identity solutions

Strong analytical instincts: you're comfortable owning performance analysis independently and turning data into a clear narrative

Executive presence and communication skills — able to hold a room at the VP or C-suite level without leaning on a script

A coaching mindset — you share what you know and make the people around you better

Self-directed and proactive; you manage a complex book without needing to be prompted

Bonus points for:

Experience on the publisher side — you've sat in the seat your partners are sitting in

Familiarity with identity and audience solutions (UID2, RampID, first-party data strategies)

Experience with CMP/consent frameworks and their downstream monetization impact

Comfort with CS and CRM platforms and using data to manage a book systematically