Senior Customer Success Manager (US)

Optable is a Canadian SaaS audience management and data collaboration platform designed for the advertising ecosystem in the age of privacy. Inspired by the radical transformation in how data is governed, connected, and used, Optable was built by veterans of the ad tech industry to address the need for a new generation of privacy-safe advertising products. https://optable.co

Your mission as a Senior Customer Success Manager is to drive platform adoption, ensure retention, and growth of a portfolio of US enterprise customers. Reporting directly to the US Managing Director, the successful candidate will proactively manage client relationships, ensuring successful adoption of our platform and acting as a trusted advisor throughout the client journey.

The successful candidate will have 8+ years of experience in a customer success or account management role within an AdTech SaaS environment.

Role & Responsibilities:

Develop US client engagement strategy

• Evaluate and improve upon existing client engagement processes and documents

Own Customer Success and Retention Metrics

• Drive customer satisfaction and retention by ensuring clients achieve their desired outcomes using our platform.
• Achieve customer retention and expansion goals on a quarterly basis.

Client Relationship Management

• Own all aspects of the client journey post-sale, from onboarding to ongoing account management.
• Develop and maintain strong relationships with key stakeholders within client organizations.
• Understand client needs and align Optable’s solutions to meet those needs.

Customer Success Execution

• Onboard new clients and ensure a smooth transition from sales to customer success.
• Monitor platform adoption and usage, providing insights and recommendations to clients.
• Prepare and deliver training and support materials tailored to client use cases.
• Coordinate with Solutions Consulting, Product, and other teams to execute client success plans.
• Provide feedback to internal teams based on client input to drive product improvements.

Strategic Business Reviews

• Conduct regular business reviews with clients, including:
• Recap of overall business plan and quarterly objectives.
• Review of key elements of success plans.
• Presentation of results and platform adoption highlights
• Analysis of delivery against objectives—highlighting key wins and challenges.
• Suggestions for next steps or evaluations against maturity curves.
• Discussion of industry changes and Optable’s point of view where relevant.
• Updates on platform releases and roadmap developments.
• Discussion of key objectives and success plans for upcoming quarters.

Thought Leadership and Industry Engagement

• Serve as an internal liaison between leadership, product, and marketing for customer needs and expectations.
• Maintain high visibility within the US market.

Qualifications:

• 7+ years in customer success or account management within AdTech SaaS, with strong experience in US enterprise client engagement.
• Deep understanding of the advertising technology ecosystem, audience management, data collaboration, and privacy-compliant practices.
• Proven track record in driving platform adoption, retention, and customer satisfaction, especially with complex enterprise clients.
• Strong technical aptitude, capable of communicating complex product value and collaborating with product and solutions teams.
• Exceptional communication and presentation skills for conducting strategic business reviews and positioning Optable as a thought leader.
• Highly organized project and account manager, skilled in coordinating cross-functional teams to support client success.
• Analytical mindset with the ability to monitor client engagement metrics and drive continuous improvement based on insights.
• Passionate about industry developments, serving as an internal advocate for customer needs and a market-facing liaison.
• Previous experience working in a fast-paced, high-growth technology company (an asset)

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with cutting-edge technology and innovative solutions
• Collaborative and “no jerks” work environment
• Professional development and career growth opportunities

‍