Sr Customer Success Manager

Who We Are

Basis Technologies delivers software and services to automate digital media operations for more than 1,000 leading agencies and brands.

Our comprehensive ad tech platform, Basis, supports the planning, reporting, and financial reconciliation of direct, programmatic, search, and social media, all in one place.

We are deeply committed to building software that will change the ad tech industry for the better and are equally dedicated to building an inclusive culture of highly motivated individuals who create a positive and supportive environment together. We invest in our culture and support our employees so they can do their best work.

Basis Technologies is headquartered in Chicago, and our employees have the flexibility to work in an office location, completely remote, or a hybrid of the two. Please note, we are hiring on a remote working basis only in the U.S. and Canada.

About Us

Are you ready to transform an industry? At Basis we are building a comprehensive tech platform that radically increases efficiencies and impact across businesses, teams, and campaigns. Our clients can run all their digital business through Basis, with robust business intelligence, workflow automation, search and social integrations, and the number one rated DSP.

We’re taking the digital advertising world by storm and are proud to be headquartered in the rapidly growing tech hub of Chicago, with offices that span across the United States, Canada, and Mexico. Join us in our mission to improve the lives of everyone working in the industry!

WHY WORK WITH US?

At Basis, we believe that lasting success is achieved through continual dedication to the growth and well-being of the individual. Our people are the core of what makes Basis unique. Driven by the Basis Manifesto and our guiding principles, we look to hire the best and brightest minds—curious, passionate learners who are driven to create impact.

We are committed to building a culture of highly motivated individuals who create a positive and supportive environment together. We work hard, stay focused, and act in service to others - and are looking for like-minded people to grow with us.

About The Team

The Customer Success team is part of the broader Basis Customer Experience team which includes Basis Solutions and Implementation, Customer Onboarding, and Customer Success. The Basis Customer Experience team is the center of our software operations and is the driving force behind our sales and support. Through our ‘raving fan’ service philosophy, we provide above and beyond service to thousands of advertisers, agencies, and other media buying professionals. Members of this team enjoy the opportunity to gain deep insight into the online advertising world and grow their careers through continued education in the workplace.

WAYS YOU’LL CONTRIBUTE

You will be responsible for analyzing and implementing changes to points of interaction between the customer and the company to enhance customer experience with company services and products, while exercising excellent Raving Fan service.

OTHER WAYS YOU WILL CONTRIBUTE TO THE TEAM ARE BY:

• Serving as a customer advocate & recommending & implementing client feedback that influences business decisions
• Reviewing campaigns and provide detailed feedback to educate platform buyers
• Leading team educational initiatives to help develop programmatic buying knowledge and skills of your customers and internal stakeholders
• Growing revenue across a dedicated book of Enterprise Basis clients- serving as the main point of contact
• Participating in Marketing Webinars and Educational Series for Basis customers
• Helping realize client goals by customizing campaign set up and making optimization recommendations
• Providing business insights thru Partner Reviews and other regular reports to help drive revenue and Partner KPIs against platform usage
• Collaborating with business leaders & cross-functional teams as a customer advocate to integrate client feedback & experience metrics into decisions on products to improve client usability and satisfaction
• Educating partners on new platform features, DSP partners, services, and best practices
• Identifying & communicating areas of improvement in client experience to enhance products & services
• Assisting in improving efficiency throughout the support process
• Establishing best practices to rapidly grow new client spend thru continued education, proactive outreach, and opportunity tracking
• Owning and developing strong relationships with our clients thru ‘raving fan’ service
• Working with Centro’s internal support, product, and operations teams to provide high level of assistance post sale
• Working closely with the digital point people on both buying (buyers/programmatic leadership) and sales (seller, advertiser/agency leadership) sides to drive revenue and performance

WHAT YOU BRING TO THE TABLE

• Enthusiasm to grow revenue & drive adoption of the Basis
• Excellent written and verbal communication skills, organizational, people, & time management skills
• Dynamic presenter and public speaker
• 2+ years experience in a DSP/programmatic space
• Deep knowledge of online business practices
• Ability to learn complex software applications and to thrive in a fast paced, ever-changing, startup environment
• Ability to adapt quickly to a rapidly changing technology environment
• Loves to solve problems and dig into challenges
• The ability to travel (including some day and overnight trips)
• 4+ years sales experience in either direct sales, sales training, or account management
• Super-positive attitude, worthy of our ‘raving fan’ service philosophy
• Experience working with and influencing cross functional teams
• Experience or certification with Basis & Centro Certified
• 4+ years experience in advertising technology or related field

BONUS POINTS

• Bachelor's degree or higher

$95,000 - $105,000 a year

Our salary ranges are determined by role, level, and location. Individual salary is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your location during the hiring process. The total compensation package for this position may also include commission or bonus, company equity, and competitive benefits.

#BI-Remote

ANYTHING ELSE?

Don't think you have all the skills required for this role? That's okay, we recognize that experience can be built in many ways. If you have relevant skills that are not reflected in your resume, we welcome your candidacy and encourage you to share more in an optional cover letter, even if your experience doesn’t match our exact requirements.

LIFE WITH BASIS TECHNOLOGIES

We take care of our people and believe that our success depends on the growth and well-being of each one of our team members.

We've been proudly recognized as:

Ad Age, Best Places to Work 2023, 2022, 2013

Built In, Best Workplaces 2023, 2022, 2021

Crain's Best Companies to Work for in Chicago 2022, 2021, 2020, 2014, 2013, 2012, 2011

Crain's Best Companies to Work for in New York 2022, 2021, 2014

Dallas Morning News, Top Workplaces 2021, 2019, 2015

Denver Post, Top Workplaces 2022, 2021, 2020

Denver Business Journal's Largest Employers 2022, 2021, 2020

Fortune Magazine, Best Workplaces 2022, 2021, 2020, 2015, 2014

We provide a thoughtful perks and benefits package including competitive 401k/RRSP matching, mental health support, a funded health savings account, paid sabbatical, generous parental leave, a flexible work environment and time off policy, and more.

We are proud to be an equal opportunity employer and are committed to building teams that are diverse in thought, perspective, and culture. We celebrate all team members regardless of gender identity, sexual orientation, race or cultural background, religion, disability, and age.

Basis is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application processes. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

Information collected and processed as part of any job applications you choose to submit is subject to Basis' privacy policy that you can view here .