Manager, Customer Success
Sortable is fixing the broken ad-tech industry and simplifying operations for publishers worldwide. Our mission is to change the future of online advertising for publishers—and we need you to get there. We help publishers and revenue operations teams optimize yield. By providing the right data, we empower publishers to make better decisions about monetization, content, and audience acquisition. Fast-growing and privately funded, we’re proud to be a tech company with deep roots in Waterloo Region, Canada.
What you’ll do
You are the Subject Matter Expert on all things Publisher Success and will support strategy and planning for publisher and demand partner onboarding as required. That may include identifying and implementing new tools, processes and technologies to help evolve the customer journey and account management effectiveness.
You’ll take leadership and responsibility for a Publisher Account Management team made up of Customer Success managers, Technical Account Managers, and Publisher Operations. You will have ownership of the day-to-day effectiveness of the Account Management and Publisher Operations teams. That includes communicating goals and setting expectations of accountability for your team members and assigning the necessary talent to new accounts, integrations, and projects.
It takes great working relationships with internal Demand Operations, Technical Support Services, and Product teams to provide a consistently positive customer journey for both publishers and demand partners. And the Manager, Publisher Success will be pivotal in developing and maintaining those relationship, allowing teams to meet strategic goals of Sortable and its clients.
You’ll need to be analytical. You will own the analysis of partner performance and health of Publisher onboarding and account success. To be successful, you will ensure the proactive and reactive deep-dive analysis for improvements and resolution of account issues.
Requirements/what it takes
This role isn’t for everyone. And that’s ok! We want you to feel comfortable in your application, so we’ll go over some of things we’ll be looking for in a candidate.
3-5 years experience managing a Technical Account Management or Customer Success team
Degree / Diploma in Computer Science/Engineering, Communications, Advertising or related fields
A strong focus on building and maintaining strong relationships with senior leaders within a customer's organization and internally, leveraging them to drive change
Excellent communication and presentation skills with the ability to speak and write clearly and concisely in order to quickly and accurately convey complex information to varying audiences
Web admin/development experience
Expert domain knowledge in advertising technologies and Ad Operations
A strategic thinker, focused on defining and executing on an exceptional customer experience
What do we offer you?
You’ll have the opportunity to make things happen at Sortable. We’re proud to be recognized with accolades for our company growth (Deloitte Fast50/Fast500, PROFIT 500) and workplace culture (Digiday WorkLife, Canada’s Top Small & Medium Employers). Not bad for a company that started as four engineers in 2011.
Our competitive advantage? Our people.
Your growth: At Sortable, we value autonomy, taking ownership of your role, and continuous learning. Your growth here is important and we’ll invest in your success with training, feedback, and development.
Our culture: We’re fiercely obsessed with our culture. It’s protected, guided, and influenced by people like you who value transparency, collaboration, and diverse perspectives and experiences. We believe that our workplace should reflect the world we want to live in and work hard to make it a reality.
How to succeed at Sortable: The underlying foundation of who we are and how we behave is built on a team of individuals who make others feel safe to exchange feedback, respect differences, and take calculated risks. Productive. Curious. Smart. Nice. Selfless. Think you’d be a perfect fit? We’d love to hear from you.
Perks and the nice stuff!
We make sure you’re able to come in and do amazing work. In addition to unlimited snacks (a nod to our startup beginnings), you’ll get perks and benefits to help you maintain a healthy work-life balance:
- Comprehensive health benefits for you and your family
- Catered lunches and a stocked fridge to keep you full and focused
- Equity in Sortable so you have stake in the company and decisions
- Life @ Sortable initiatives like volunteer hours, learning credits, and fitness credits to invest in your well-being
Plus all the fun stuff that our staff dream up, like Cocktail Fridays, solar eclipse viewing parties, beach dress up days, fitness challenges, talent shows, team sports and clubs. Because we create our best ideas when we’re inspired, comfortable, and engaged in the work we do and the people we see every day.
We’re here to help.
At Sortable, we're dedicated to ensuring equal employment opportunities. If you require accommodation in the recruitment process, please email firstname.lastname@example.org. All inquiries will be held in confidence.