Senior Customer Success Manager & Media

Applied Intuition Inc.; Greater London; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A global sports technology company is seeking an experienced Senior Customer Success Manager to manage top-tier clients and drive account growth. This role focuses on developing strategic plans, identifying upsell opportunities, and providing programmatic consultancy. Candidates should have over 5 years of experience in Customer Success or Account Management within the AdTech sector and excel at relationship building and analytics. Join a team committed to fostering a collaborative and inclusive environment, enhancing player experiences worldwide.

Benefits

Competitive salary

Employee wellbeing programs

Professional development opportunities

Qualifications

• 5+ years in Customer Success or Account Management within AdTech or Digital Media.
• Proven success in managing a customer portfolio and exceeding client expectations.
• Deep understanding of the programmatic landscape, including DSPs and SSPs.

Responsibilities

• Develop and execute comprehensive strategic account plans.
• Identify untapped opportunities and lead on upsells and cross-sells.
• Act as a consultant on multi-channel strategies and performance data.

Skills

Customer Success Management

Account Management

Strategic Thinking

Analytical Skills

Programmatic Fluency

Relationship Building

Job description

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com.

THE ROLE:

We're looking for an experienced Senior Customer Success Manager on the Client Services team, who defines the “farmer” mentality – someone who thrives on nurturing deep-rooted relationships and harvesting long-term value from a sophisticated book of business.

In this role, you won’t just be managing accounts, you will be the lead architect of their growth. You’ll manage our highest-value clients, navigating the complexities of programmatic and multi-channel digital media to ensure their investment yields maximum returns. If you are a strategic thinker who sees a client objective and immediately starts mapping out a 12-month evolution plan, we want to talk to you.

Primary focus is on transforming a top-tier book of business into a thriving ecosystem of growth. You will be responsible for retention, but more importantly, for the expansion and diversification of our footprint within each account.

This is not a “maintenance” role. We are looking for a growth-oriented professional who views a stable account as a platform for innovation and expansion.

Key Responsibilities

• Strategic Account Planning: Developing and executing on comprehensive plans that aren’t just static documents. You will evolve these plans regularly to align with shifting client KPIs and market trends
• Revenue Growth: Identify untapped opportunities within existing accounts. You’ll lead the charge on upsells and cross-sells by demonstrating how new channels or programmatic strategies solve specific business hurdles
• Programmatic Subject Matter Expertise: Act as a consultant on multi-channel strategies (Display, Video, Social, CTV, etc.). You must be able to speak the language of performance data and attribution
• Executive Presence: Build “high and wide” relationships. You should feel equally comfortable presenting QBRs to CMOs while remaining a trusted partner to a mid-level stakeholder
• Churn Mitigation: Proactively identify “at‑risk” signals and deploy recovery strategies before they impact the bottom line.

WHAT YOU’LL BRING:

• Experience: 5+ years in Customer Success or Account Management within the AdTech or Digital Media space
• Proven Success: in managing a customer portfolio and exceeding client expectations.
• Programmatic Fluency: Deep understanding of the programmatic landscape, including DSPs, SSPs and the nuances of multi-channel execution
• The “Farmer” DNA: You enjoy the process of building trust over time and find satisfaction in seeing a client’s spend and sophistication grow under your watch
• Analytical Rigor: You can look at a campaign dashboard and extract a narrative, not just a set of numbers.
• Resilience & Agility: A willingness to pivot between high-level strategy and tactical execution at a moment’s notice
• Sector Expertise: Previous experience managing RMG (Real Money Gaming) or iGaming clients is highly welcomed and will be a significant advantage.

About the Client Services team

Our team thrives because we look out for one another. We’re looking for someone who finds as much satisfaction in mentoring a teammate as they do in closing a growth deal. To us, no task is too small if it contributes to our clients’ success—so while you’ll be leading top-tier accounts, you’re also someone who doesn’t mind rolling up your sleeves for campaign audits or administrative needs. We believe in expertise without ego; we share our 'secret sauce,' we troubleshoot together, and we celebrate every win as a team.

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports.

One team, being brave, driving change

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius Sports.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.

Global D&I Demographics

At Genius Sports we believe in better together, which means we don’t only value diversity, but we are determined to make sure that everyone here feels included and valued.

We invite all applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process. All data that you provide will be completely anonymous, you will not be personally identifiable by any of the data you include.

This also means that if you choose to disclose a disability the Talent Acquisition team will not be able to identify you personally to assist with any measures that might help during the process. Therefore, if you require any support throughout the application or interview process please ensure to reach out to the team directly and make them aware of any requirements, and we will do what we can to help.