Publisher Success Lead

About Insticator 

At Insticator, we’re on a mission to create a smart, unified platform built to collect, aggregate and monetize all of a publisher’s first-party data. Our suite of engagement products empowers publishers and consumers alike to amplify their voices and express their opinions in safe, interactive environments. From our Commenting Platform backed by hybrid AI and human moderation to our Trivia & Polls Unit which enables audiences to interact with content that speaks directly to them, Insticator reaches and pulls insights from over 350 million users monthly. Our vast roster of partners includes Gannett, USA Today, Major League Baseball, Ancestry, WebMD, and countless others.

Headquartered in New York City, Insticator’s global footprint spans offices in Miami, Canada, India, the Philippines, Ukraine, and the United Kingdom.

About the Role

The Publisher Success Lead position is a key role within the organization, reporting directly to the Director of Publisher  Success and Sales. This role is instrumental in ensuring client satisfaction, and retention, and maximizing the value clients receive from our products or services. The Client Success Lead oversees a team dedicated to fostering strong relationships with clients, understanding their needs, and proactively addressing any concerns or issues. Responsibilities include developing and implementing strategies to drive client engagement, conducting regular check-ins to assess client satisfaction and gather feedback, and advocating for clients within the organization to ensure their needs are met. Additionally, the Publisher  Success Lead collaborates with cross-functional teams to identify opportunities for upselling or expanding services to existing clients. By taking ownership of completing team targets and fostering a culture of client-centricity within the team, the Publisher  Success Lead plays a critical role in driving overall client retention and satisfaction, ultimately contributing to the company's long-term success.

Responsibilities and Duties

• Responsible for the health, retention, and LTV of partner relationships

• Organize and conduct regular calls with all partners to grow the business, optimize placements, update ads.txt and discover opportunities

• Act as the partner’s advocate internally providing constructive product feedback

• Act as the first line of defense by successfully troubleshooting client issues ranging from basic technical issues to using internal reporting to resolve issues

• Managing a team of experienced Account Managers as direct reports

• Help the team achieve upscaling targets by tracking and closing on open opportunities. Create processes and strategies to help AMs upsell our current products and scale on the existing inventory (QBRs, YBRs, Product updates, etc)

• Achieve retention targets by helping the team maintain a healthy churn rate to ensure a stable and long-term association with the customers

• Identify accounts that need elevated attention and strategize to improve account health

• Have regular 1:1 with team members to chart out growth paths and career progression

• Help in OKR/Incentive planning and conduct appraisal meetings for the team

• Help develop a healthy transparent and friendly environment for all members

• Check CRM to ensure account hygiene is maintained

• Step in wherever required to ensure our customers feel valued and appreciated

• Maintain a healthy Onboarding Success Rate for all new customers by helping the team perform a seamless onboarding experience

• Hire and train new team members

Qualifications

Professional Competencies

• 3+ years experience in digital publishing, SaaS business, or programmatic advertising serving as an account manager

• Team management experience as a TL with direct reportees with AdTech experience

• Deep knowledge of monetization in the publishing industry including programmatic, video, and app monetization.

• Excellent understanding of website performance metrics. Must be comfortable speaking about Core Web Vitals, SEO, Page Speed and more.

• Excellent English verbal and written communication skills

• Must have a deep appreciation for data and be comfortable speaking about it with partners

• Comfortable using GAM, Google Search Console, Chrome dev tools, Lighthouse, Tableau, HubSpot or a compatible CRM, JIRA, and Google Suite

• Proven track record of client retention and scaling out client relationships

• Experience working in a remote environment and international team members and vendors is a plus

• High attention to detail, especially when multitasking

Cultural Competencies

  

• Creative confidence

• Collaborative mindset and great teamwork skills

• Skilled at receiving feedback, as well as providing it

• Entrepreneurial & adaptable; great learning skills

• Transparent & communicative, patient

• Curious, research-minded, data-informed

The Insticator Values

We recruit, promote, and reward-based off of our three core values:

• Sleeves Up - At Insticator, we hire engineers who think like product owners! We provide the autonomy and creativity needed to own your role, iterate where needed and drive impact on a massive scale.

• 100% Viewability - The Insticator is passionate about open feedback at all levels of the company. This allows us to fail fast, create in real time, and build an open company culture.

• Be Defiantly Great - We are defiant, that’s in our lifeblood, and we accomplish what other people think is impossible. Challenging the status quo is our lifeblood.

• Unconditional Empathy - Our customers are real people with real business needs, and we are here to listen and tackle them accordingly. If we care and respect each other, there is no challenge we can’t overcome.

Benefits

We offer a diverse package and the chance to grow financially with the company, including:

• Competitive Salary
• Annual Performance Bonus
• Paid Time Off
• Flexible work schedule - (100% Remote Opportunity)