Client Success Manager, JAPAC

Innovid is the leading independent omnichannel ad tech platform, empowering marketers to create, deliver, measure, and optimise ad-supported experiences that people love. In 2025, Innovid and Flashtalking merged to create a transparent, scalable alternative to big-tech, walled-gardens, and point solutions across CTV, digital, linear, and social channels. As part of Mediaocean, Innovid is tied into the industry’s core ad infrastructure for omnichannel planning, buying, and billing.

‍We are proud to lead the industry with our innovation, intelligence, and independence as the company best-suited to power the future of advertising.

As a Client Success Manager at Innovid, you will play a key role in our engagement with high value partners, driving the advancement of their omnichannel creative, activation and measurement initiatives, via Innovid’s market-leading ad management platform. The Client Success Manager acts as a client consultant to our brand and agency partners, as well as providing mentorship and management of a direct report.

The role has five key objectives:

1. Cultivate trusted and meaningful client partnerships
2. Strategic support and guidance acting as your client's consultant
3. Retaining and growing revenue of existing business
4. Day to day account management
5. Management and growth of direct report: Associate Client Success Manager

The Client Success Manager role is intended to grow and develop into a leadership and strategic role within the Account Management organisation working on top tiered, high revenue generating accounts. You will work with senior leadership stakeholders for both the agency and client partners to bring strategic insight and expertise to help clients achieve their digital marketing goals.

You will be responsible for developing, presenting and executing against a 12-month strategic roadmap for assigned accounts. You are a passionate project and people manager who has experience directing client relationships, is self-motivated and is passionate about the digital ad tech echo system. You are positive-minded, energetic, can easily multitask in a fast-paced environment. You have excellent written/verbal communication skills and know how to establish yourself as a proven leader for assigned accounts and direct report.

Cultivate Trusted and Meaningful Client Partnerships:

• Ownership of assigned accounts and projects, leading from the front, managing your business and all associated stakeholders, representing the Innovid values and acting as a true leader to internal and external partners and clients.
• Collaborate with the team to cultivate client partnerships, create client engagement strategies and account plans, identify and map key relationship targets (brand direct and agency), and nurture healthy and professional relationships through proactive and regular contact with your key stakeholders.
• Act as a trusted client advisor, able to present and influence digital marketing strategy recommendations of Innovid solutions to stakeholders across your client and agency portfolio.
• Gain a deep understanding of your client's overall business goals to provide consultative guidance on their digital marketing strategies through best practices, use cases, data analytics etc.
• Lead and contribute to client facing calls/in-person meetings (weekly status meetings / WIPs / quarterly business reviews, account reviews, workshops, strategy sessions etc).
• Ability to simplify complex concepts and articulate Innovid's value proposition clearly and compellingly to clients.

Grow Revenue of Existing Business & Commercial Acumen:

• Gain knowledge of the commercial value and projected revenue of assigned accounts, to contribute towards forecasting and proactive identification of growth levers.
• Develop and contribute towards account plans inclusive of a 12-month strategic roadmap for assigned accounts, focused on maximising client lifetime value.
• Identify areas of revenue growth opportunities on assigned accounts within your account plan, including contributing to a product roadmap, timeline for activation, and strategy for product up-sell.
• Being actively involved in new revenue opportunities including: identifying and qualifying the opportunity, presenting to key stakeholders, activating tests, and working with the commercial team on converting the opportunity.  
• Work with commercial team members on product positioning, pitch development and execution for all up-sell and cross-sell opportunities, ensuring alignment with client commercial objectives.
• Own CRM maintenance for all assigned accounts: including monthly volume and revenue pacing, new opportunity forecasting, and all account billing.
• Coach and mentor direct reports on how to grow existing business from their assigned accounts: helping them to identify the opportunities to up-sell and grow their strategic and commercial mindset.

Day-to-Day Account Management:

• Lead internal and external communications to manage client expectations effectively and proactively.
• Implementation, optimisation, and regular enforcement of process workflow(s)/ SLA's for internal and external teams.
• Empower internal teams to have an open line of communication with external client and agency teams as appropriate, remaining the key project manager.  
• Maintain and update internal Asana projects per assigned account.
• Own and lead all internal meetings and communication pertaining to client work (internal status meetings, slack conversations, emails, zoom chats, etc.).
• Work with internal engineering and studio teams to create bespoke digital solutions for clients.
• Work with the solutions team to develop and maintain externally facing scope of work documents to ensure strategy and set-up alignment for internal and external stakeholders.  
• Work with the operations team to monitor campaign performance and provide analytical insights and optimisation strategies where appropriate.
• Development and delivery of education materials which can inclusive but not limited to: Learning Agenda's, 101 Presentations, Workshops etc.
• Contribute towards quarterly business reviews for assigned accounts.

Management and growth of direct reports

• Oversee and mentor direct reports assigned to your business.
• Prioritise accounts and assignments according to the business needs for your assigned accounts.
• Develop SMART goals geared towards growth and development plan for your direct reports.
• Perform annual review process with the Client Success Director for your direct reports.
• Act as escalation point for your direct report for both internal and external needs.

REQUIRED SKILLS & EXPERIENCE

• 4+ years of professional experience in digital media required. Areas of work can include account management, project management, sales or ad operations.
• People management experience. You're a people person and are passionate as well as dedicated to your direct reports. You work to motivate and educate your team members through positivity, encouragement, and clear goal setting.
• Highly motivated and self-sufficient. You're able to operate autonomously in a fast-paced ad tech environment. You have the ability to take initiative, own your business and follow through.
• Excellent written and verbal communication skills. You enjoy leading meetings and public speaking. Demonstrate a keen ability to know your audience and can communicate effectively; translating technical ideas to non-technical audiences and a master at simplifying the complex.
• Detailed oriented. You have a sharp eye for details and consistency. You're able to capture all details and translate them into an easily digestible format.
• Project management. You're able to meet and keep track of tight SLA's with lots of moving parts for all the various external and internal parties involved. You're able to effectively pull together resources, set and manage expectations and possess a calm demeanour while having fun along the way.
• Strategic Mindset. You're passionate about the technical/product side and are able to take this knowledge and educate marketing clients when presenting to their internal teams.
• Proven relationship builder. You have excellent people skills and have experience consulting and influencing clients and agency partners.
• MS Office. A comprehensive understanding of MSOffice (especially Excel and PowerPoint) and Sharepoint.