Senior Customer Success Operations Manager at PubMatic in New York, NY

Job description

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