Digital Media Customer Success Manager; CSM

About Fyllo

Fyllo is on a mission to power out performance in a privacy‑first world. With access to the world's most progressive audiences and the most comprehensive contextual platform available, our industry‑leading advertising solutions are trusted by Fortune 500 companies and emerging brands to increase reach, boost efficiency, and maximize ROI.

Fyllo is seeking a motivated self‑starter to lead client‑facing relationships post‑sale. The Customer Success Manager (CSM) will deliver exceptional client service through account management, relationship building, retention strategies, and upsell initiatives. This role focuses on providing top‑tier service, including strategy development, reporting, and actionable insights. The CSM will collaborate with internal teams such as Sales and Trading.

This position is ideal for someone who thrives in fast‑paced startup environments and is eager to drive future growth. Reporting to the Director of Customer Success, the role demands dynamic, strategic, and quantitative thinking.

Preference is for this role to be located in Chicago and hybrid in‑office/remote. Fyllo will also strongly consider fully remote, but candidates must be located within the United States and be able to work Eastern or Central time zone hours.

Candidates must be authorized to work in the United States on a full‑time basis as of their start date. Fyllo will not sponsor applicants for work visas.

• Background in multi‑channel digital media activation and delivery (self‑serve programmatic experience is a plus)
• Understand client performance objectives, develop successful strategies, and identify key performance metrics to meet client goals
• Identify upsell opportunities based on campaign performance, new partnerships, or product launches
• Strong understanding of Fyllo activation best practices, including regulatory and compliance nuances
• Confidence in buy‑side technologies and their use cases, including: DSPs, Reporting/analytics platforms, and Third‑party measurement

• Serve as the primary point of contact for all client‑related deliverables (reporting, proposals, strategy) for internal and external audiences
• Collaborate with Sales and Trading teams to develop accounts and achieve client goals
• Build and maintain relationships with agency clients as a business consultant
• Work with partners or vendors as needed to learn new features, capabilities, or troubleshoot campaign issues
• Interface with internal teams and vendors to gain a deep understanding of employed technologies and Fyllo’s proprietary products
• Educate advertisers on performance metrics, channels, insights, and optimization strategies
• Manage account activation from start to finish
• Identify opportunities to improve processes, drive efficiencies, and standardize operations

• Lead client reporting through data analysis to provide actionable insights, optimizations, and recommendations that advance media strategies
• Deliver consistent performance insights and recommendations for client campaigns
• Uncover new opportunities leading to strategic upsells and incremental proposals

• BA/BS degree
• 2‑4 years of client‑facing experience required
• Expertise in online advertising or SaaS platforms is a plus
• Excellent organizational, interpersonal, presentation, and communication skills (written and verbal)
• Proactive and positive attitude, with strong collaboration skills
• Strong troubleshooting, analytical, and problem‑solving abilities
• Well‑versed in media vocabulary and key performance metrics
• Self‑motivated to learn about products, technology, customers, and competitors
• Ability to manage multiple tasks and prioritize effectively
• Outstanding computer skills, including proficiency in Microsoft Office, Zoho (or Salesforce), and Google Drive
• Thrives in fast‑paced, dynamic environments and enjoys working on developing‑stage projects while keeping the big picture in mind
• Naturally curious with a desire to continuously expand knowledge

• Compensation range: $80,000 – $120,000 depending on experience; eligibility for performance‑based bonus
• Benefits:
  Health, dental, and vision insurance; PTO; 401(k) plan