Overview In this role you will lead strategic relationships with LiveRamp's Brand customers, guiding adoption and value realization of LiveRamp's data collaboration platform. You will work cross-functionally to optimize the customer journey, drive renewals, and scale a high-impact Brands CSM team. You'll tackle executive-level inquiries, shape engagement strategies, and steer cross-functional initiatives to improve customer health and long-term growth. This is a customer-obsessed, outcomes-driven role at a company committed to operating with excellence and collaboration at scale.
Compensation / Benefits- Flexible paid time off
- Paid holidays
- Work from home options
- Paid parental leave
- Medical, dental, vision, life and disability benefits
- 401K matching up to 6%
Responsibilities- Manage executive-level relationships with top Brand customers across the full customer lifecycle
- Champion customer-centricity and collaborate with internal teams to improve the customer journey
- Partner with cross-functional teams to evolve engagement tools, processes, and segmentation as brands grow
- Drive customer health by ensuring adoption of LiveRamp products and solutions
- Coach and mentor CSMs within the Brands team and share best practices
- Lead cross-functional initiatives to improve the customer experience
- Address challenging customer requests and lead issue resolution
- Communicate progress of initiatives to internal and external stakeholders
- Lead renewal strategy and forecasting with value-selling methodology and contract negotiation
- Ensure customers realize value and become trusted advisors driving long-term growth
Key requirements- Enterprise B2B SAAS CSM experience with emphasis on Media Buying & Measurement and Collaboration/Identity
- 7+ years as CSM/Account Director or 10+ years customer-facing with 4 in CS
- Experience managing accounts with $2M+ ARR or strong negotiation/project management skills
- Familiarity with Salesforce or other CRM systems
- Experience drafting and delivering QBRs and executive summaries
- Experience managing renewals and collaborating with Sales on upsells/cross-sells
- Nice to have: 3-5 highly strategic accounts; 20+ $500k+ accounts managed simultaneously
- Familiarity with LiveRamp ecosystem and Clean Room/Measurement/Collaboration use cases
- Experience in adtech/martech sales or client/agency environments
- Strong stakeholder management and communication skills
- Strong leadership and team-motivation capabilities
- Strategic thinking and ability to align customer goals with product and process changes
- Excellent relationship-building and empathy with clients
- Salesforce or similar CRM experience
- Renewal forecasting and pipeline management
- Value-selling and contract negotiation
