• Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement. • Own accurate, real-time customer health tracking across your full book • Identify churn risk and expansion signals early, and escalate them while there's still time to act. • Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout. • Conduct tailored business reviews and value assessments with senior stakeholders to drive alignment, reinforce ROI, and surface new opportunities. • Partner closely with Solutions Engineering, Sales, Product, and Engineering to ensure a unified, high-quality customer experience. • Act as a senior voice of the customer, bringing structured, actionable feedback that influences Chromatic’s product roadmap and long-term strategy. • Contribute to building scalable CS processes, playbooks, and best practices as Chromatic grows. • Analyze customer usage, product engagement, and business outcomes to inform account strategy and identify risks or opportunities. • Create account plans for top Enterprise customers, tracking objectives, adoption milestones, and expansion pathways. • Maintain clear and reliable documentation of account activity, insights, and stakeholder relationships to support seamless cross-functional visibility. • Be a reliable, trusted point of contact customers know they can count on. • Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication.

• Drive the advancement of CRM initiatives, focusing on data structuring, customer knowledge, personalization and delivering business value. • Oversee customer data governance, supporting the definition of usage rules, database quality, opt-in management and the evolution of the company's CRM maturity. • Translate strategic objectives from marketing, sales and other areas into CRM actions and campaigns, ensuring alignment and effectiveness. • Develop and evolve customer segmentations based on behavior, profile, lifecycle and needs, enabling personalization at scale. • Plan, execute and monitor multichannel CRM campaigns (email, push, WhatsApp, SMS and owned platforms), ensuring consistency across the customer journey. • Build and analyze performance metrics (engagement, conversion, retention), generating insights and recommendations for continuous optimization.

Role Description The Customer Success Manager acts as the primary technical advisor and strategic partner to our publishers. The ideal candidate will have a deep understanding of the advertising technology and programmatic landscape and a passion for solving complex challenges. You will focus on the long-term technical health and optimization of our clients' accounts, ensuring their ad stack is optimized for maximum yield and that all technical hurdles are swiftly identified and resolved by the appropriate internal teams. - Own your publisher relationships end-to-end, beginning at onboarding through long-term growth and retention, acting as the single accountable lead for the account’s success. - Serve as the primary technical point of contact and strategic advisor for a portfolio of premium and enterprise-level publisher accounts. - Proactively monitor and analyze publisher ad performance, identifying and implementing technical optimizations to drive revenue growth. - Independently perform high-level analysis to determine the root cause of technical issues affecting ad delivery and performance. - Partner with the Support and Yield teams as necessary for escalations. - Liaise daily with internal teams, including Support, Yield, Audience Strategy, Business Development, and Product, to escalate complex issues and advocate for publishers’ needs. - Act as an expert on Freestar’s product suite and the broader programmatic ecosystem, providing technical guidance and best practices to clients. - Educate publishers on new technologies and product features, and assist in upselling technical solutions that align with their business goals. - Maintain a deep understanding of each publisher's technical nuances, business KPIs, and long-term goals. - Develop and maintain strong relationships with our publishers’ technical teams, building trust through expert consultation and rapid issue resolution. Qualifications - 3-5 years of success in a Technical Account Management, Customer Success, or Ad Ops role within the Ad Tech ecosystem. - Advanced, hands-on knowledge of Google Ad Manager and Google Analytics. - Deep understanding of the programmatic advertising ecosystem, including header bidding (Prebid.js), wrapper solutions, and ad serving principles. - Familiarity with web technologies, including HTML, CSS, and JavaScript, and experience using browser developer tools for high-level debugging and issue identification. - Experience with CRM, project management, and support tools (e.g., HubSpot, Jira, Zendesk, Trello). - Advanced Excel skills (Pivot Tables, VLOOKUPs, etc.) and experience interpreting complex performance dashboards. Requirements - Excellent verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. - Exceptional problem-solving and analytical skills, with the ability to navigate nuanced technical challenges under pressure. - Strong work ethic and a drive to see technical projects through to completion. - Collaborative and proactive team player with a proven ability to take initiative and provide strategic support to cross-functional partners. - Ability to thrive in a fast-paced, competitive environment, managing multiple priorities across various publisher accounts. - Confidence and expertise to lead technical calls with clients and internal stakeholders. - A passion for technology and a desire to stay on the cutting edge of the AdTech industry. Benefits - Full-Time, Salaried Position - Fully remote company with collaborative asynchronous teamwork - Mentorship, continuing education, and professional development opportunities - The opportunity to drive success alongside some of the top publishers in the world

• Own the end-to-end customer relationship: Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices and satisfaction of Guideline solutions. • Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions. • Alliance & Channel Partner Development: Develop and manage relationships with alliance and channel partners Support business development efforts working with leaders and senior individual performers. Serve as the primary relationship owner for these partners, ensuring mutual value and sustainable growth. • Renewal and Expansion: Own the customer renewal process, proactively managing timelines, and engaging with customers throughout the year to ensure exceptional service and seamless contract renewals. Introduce new and existing products to benefit customers and grow accounts. • Customer Retention: Drive customer satisfaction by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings. • Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth. • Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes. • Collaboration: Work closely with sales, product, and support teams to address any obstacles to renewal and ensure customers’ expectations are met or exceeded. • Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify opportunities where alliance and channel partners can extend Guideline's value proposition — whether through data contributions that strengthen our platform or derivative products that serve our customers' evolving needs. • Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client. At the same time, understanding client needs and objectives and provide guidance on how to leverage guideline solutions (software) to achieve these goals. • Conduct consultations, demos, trainings and QBRs: Engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features, utilization, and drive value realization. • Stay abreast of product and market changes: Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.