Client Success Manager

Summary

Nova Studio is seeking a Client Success Manager to serve as a client-facing partner responsible for growing revenue from existing agency clients through best-in-class service and support. This role focuses on enabling High Value Partners at agencies with the tools and training they need, while acting as the liaison between technical account management and the sales team.

The ideal candidate brings 2–5+ years of experience in digital media, ideally including time managing client success teams or functions, and thrives in a proactive, growth-oriented environment. This candidate will have post sales responsibilities such as up-selling and securing client renewals. This candidate will have the opportunity to move into sales with strong CSM performance. 

Responsibilities

• Maintain and grow relationships with media agencies, advertisers, and ad-tech partners, serving as the client advocate for Nova Studio solutions and exceeding KPIs through optimization recommendations that drive recurring business and revenue growth
• Act as subject-matter expert on Nova Studio products and solutions for North American partners, including Social Display and sales enablement tools
• Champion client needs internally as the “voice of the customer”
• Lead ongoing client onboarding and training, and develop reporting, vertical, and case-study templates
• Own Post Sales communication such as up-selling and renewals. 
• Drive proactive campaign optimization, and own wrap reports and Quarterly Business Reviews (QBRs) with customers
• Pre-empt billing issues by keeping discrepancies within 5%, and own root-cause analysis and resolution of reporting discrepancies
• Manage Tier 2 support and client escalations to drive client retention
• Partner with Nova Studio technical account managers and sellers, and provide product feedback to make the platform as self-serve and error-free as possible
• Track activity and revenue data within Nova Studio’s CRM and sales tools (e.g., Asana)
• Help grow the Client Success team over time and develop best-in-class processes

Qualifications

• 2+ years of experience in advertising technology, digital media, or agency environments (5+ years preferred)
• Solid working knowledge of the online advertising ecosystem, including agencies and DSPs
• Strong attention to detail, organization, and prioritization, with the ability to multitask and stay calm under pressure
• Excellent communication skills, with the ability to quickly learn new systems and interfaces and a bias toward proactively resolving issues
• Proven track record of driving customer success and revenue growth, and building strong client relationships through credibility, efficiency, and domain expertise

About Nova Studio

For over 12 years, Nova Studio has provided creative advertising technology to hundreds of media companies worldwide. Nova Studio’s mission is to make it easy to deliver high-performing ads across every digital channel.

Nova Studio enables brands and agencies to repurpose social-first display and video creative—originally built for walled gardens like Facebook and Instagram—and activate it programmatically at scale across the open web.

In the past year alone, more than 5,000 brands—including Amazon, American Express, L’Oréal, McDonald’s, Microsoft, P&G, Samsung, Spotify, Starbucks, and Walmart—ran over 12,000 campaigns across 30+ countries using Nova Studio’s platform.