Customer Success Manager, EMEA

5 December 2023
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pubX is an agile, fully-remote, VC-backed start-up building artificial intelligence and automation technology to revolutionise the digital publishing industry.

We work on greenfield projects to help digital publishers unlock greater revenues, improve operations and understand data to help ensure their existence into the future. Digital publishers are our customers but we are a technology company, developing scalable solutions to enable digital publishers to compete.

We believe that publishers are a cornerstone of society and democracy and that if current trends continue, publishers risk being lost to the world, along with truth, objectivity, and knowledge. They will likely be replaced by walled-garden, echo-chambers that fuel and foster hate.

pubX is building the future for digital publishers. We use artificial intelligence and automation to solve problems that publishers have with monetization. Our industry-leading pricing technology incorporates our dynamic floor-pricing tool, which uses AI to set a unique price for each ad auction, maximising the revenue efficiency of publishers’ full stack.

Culturally, we foster an environment of intelligence, respect, and curiosity, where we continuously explore innovative ideas to enhance our solutions and drive our mission forward. As a fully remote team, we prioritize flexibility, empowering you to manage your own schedule and determine your ideal work-life balance.

Role Overview

Our mission as a growing Customer Success team is to help our customers achieve maximum value from our solutions and grow as long-term partners. We are dedicated to providing enterprise-level service and product expertise to our clients. This position is based across our Dynamic Floor Pricing Tool and is key to supporting our sustained growth here.

Reports To: VP, Customer Success (Based in New York)

Location: Remote

Seniority: Mid-level

Package: Competitive Salary (scaled for experience and location); Equity; Tech Covered; 35 Days PTO; Global Team Meet-Ups

Employment type: Full-Time

We are seeking a talented and experienced Customer Success Manager to join our team. In this role, you will be responsible for ensuring exceptional customer experiences across a portfolio of EMEA-based clients that you own.

The ideal candidate will have a strong background in AdTech, publisher ad operations, programmatic advertising, and Software as a Service (SaaS).


As a CSM, you will:

  • Onboard New Customers: Lead the onboarding process for new clients, ensuring a smooth transition onto our platform.

  • Own Client Relationships: Foster strong, long-lasting relationships with clients and serve as their main point of contact.

  • Create and Follow Through on Account Plans: Develop and execute strategic account plans for each client.

  • Oversee Client Touchpoints: Manage recurring meetings, Executive Business Reviews (EBRs), and provide reactive support as needed.

  • Work Cross-Functionally: Liaise between client and internal technical teams to provide timely and effective support and gather feedback.

  • Lead Customer Strategy: Work with clients to ensure they achieve the goals set forth in their account plan.

  • Manage Projects and Operations: Manage internal systems and the front-end of our platform to deliver exceptional service.

  • Grow Revenue: Identify and follow through with opportunities for expansion, contributing to revenue growth of the company.

Desired Skills & Expertise

As a CSM, you will have possess:

  • Superb Communication Skills: Bring excellent communication skills to effectively engage with clients.

  • Independence: Operate independently while handling real-time tasks efficiently.

  • Professionalism: Approach your responsibilities with professionalism and preparedness.

  • Deck-making and presentation skills: Ability to create compelling materials and present comfortably.

  • Programmatic Advertising Knowledge: Familiarity with programmatic advertising and/or publisher operations is a plus.

  • Proficiency with tools: Familiarity with key account management and project management platforms and tools, including Google Workspace, CRM Platforms such as, and project tools such as Jira.

  • Relevant Experience: 5+ years client-facing experience at companies within relevant industries: AdTech, Programmatic Advertising, MarTech, and SaaS.

Interview Process

Culture fit is extremely important to us as we are building an awesome team to solve huge problems and, aside from judging aptitude, this will be the main focus of the interview process.

  1. Culture Fit Interview

  2. Role-Related interview with Line Manager

  3. Role Related ‘Test’ (i.e. performing/ running through an element of the role in an interview)

  4. Quick Meet the team

How to apply:

Email with the subject “Customer Success Manager, EMEA Role” with your CV and a few words on why you’re a good fit.