Customer Success Manager

Job Description:

As a Customer Success Manager (CSM) at IAS, you are a relationship manager, an ad-tech consultant, a cross-functional orchestrator, and a strategic problem solver. You will independently own a high-value, fast-moving book of direct advertiser and agency clients across CEE (with a strong focus on the DACH region).

In the digital ad-verification space, technology changes daily and internal processes are constantly evolving. We are looking for an adaptable, resilient professional who thrives in complexity, remains calm under high-stakes client pressure, and loves the challenge of building structure out of ambiguity. If you require highly rigid, pre-packaged processes to get things done, this is not the environment for you. If you are energized by cross-functional firefighting, technical deep-dives, and driving commercial growth, you will thrive here.

Furthermore, as the advertising and tech landscape enters the era of AI, we are actively looking for a tech-forward strategic thinker who understands how to seamlessly integrate AI tools into their daily operational workflows. You should possess a genuine curiosity about how AI and Agentic technologies are transforming the digital advertising industry, and be excited about bringing those insights to our clients. If you require highly rigid, pre-packaged processes to get things done, this is not the environment for you. If you are energized by cross-functional firefighting, technical deep-dives, and leveraging the AI revolution to scale your impact, you will thrive here.

What You’ll Do:

• Drive Commercial & Programmatic Retention: You feel comfortable to secure renewals and unlock expansion, even without a sales partner on your side. You will proactively identify platform adoption gaps, optimize campaign delivery, and guide clients on maximizing their ROI.
• Command Client Rooms & High-Stakes Escalations: Confidently own senior-level meetings, strategic performance reviews, and sensitive client escalations (e.g., tech discrepancy disputes). You must remain highly composed, analytical, and empathetic in situations with urgency.
• Master & Translate Complex Ad-Tech: Develop a deep, hands-on technical understanding of the IAS product suite. You must be able to translate complex data, technical anomalies, and product mechanics into simple, actionable business value for clients.
• End-to-End Account Ownership: Orchestrate the entire client lifecycle (onboarding, technical integration, campaign optimization, QBRs, and renewals) for around 30 strategic and highly demanding accounts.
• Lead Through Ambiguity & Gaps: Act as an internal pioneer. When processes are uncompleted, siloed, or under review, you don't wait for a manual. You proactively coordinate with Product, Technical Client Operations, Sales Operations and Finance to build temporary workarounds and champion permanent solutions.

What You'll Need:

• Languages: Professional fluency in both German and English is mandatory (written and verbal). You will be presenting to major region brands and agencies regularly.
• Ad-Tech & Programmatic Literacy: Solid, practical understanding of the digital advertising ecosystem, including the mechanics of programmatic buying (DSPs/SSPs), social platforms, CTV and how major media holding groups operate.
• Resilience & Ambiguity Tolerance: Proven track record of managing a large, high-pressure book of business where you successfully navigated incomplete internal workflows, system gaps, and tight c