Customer Success Manager

About Ekkow
Ekkow is the premier global infrastructure network for licensed content distribution and syndication. We empower digital publishers, newsrooms, and content creators to seamlessly distribute their stories across major platforms and marketplaces while maintaining absolute control over their intellectual property, attribution, and monetization.

As the media landscape rapidly evolves, Ekkow ensures that high quality journalism and content remain sustainable. We are looking for a relationship-driven, media-savvy Customer Success Manager to champion our publisher network and help them maximize the value of their content.

The Role
As a CSM on our Operations team, you will be the primary partner and strategic advisor to our digital publishers. You will own the post-sale lifecycle - guiding major media brands from initial technical onboarding to continuous distribution optimization.
Your goal is simple: ensure our publishers are successfully syndicating their content, expanding their audience reach, and hitting their revenue targets through the Ekkow network while adhering to our platforms’ content guidelines and standards.

What you'll do
Take responsibility for Proactive and clear communication to our publishers:
Cultivate proactive, clear, and transparent dialogue with our publishers, serving as their primary partner to translate technical feedback and requirements into actionable insights.
Escalation Management:
Fast-track and resolve critical publisher and platform issues relating to integration bugs, data discrepancies, brand safety, and urgent content removal.
Support Excellence:
Uphold SLAs via our support channels (Notion, Hubspot); and actively troubleshoot and resolve technical issues reported by publishers/platforms.
Publisher Onboarding & Support:
Manage publisher account setups on Ekkow and partner systems. Ensure on-time execution of technical integrations, specifically focusing on RSS feed ingestions and content mapping.
Proactive Optimization:
Analyze performance trends to proactively optimize publisher accounts, providing timely, data-driven feedback to help customers increase their reach and revenue.
Data & Insights:
Generate and interpret complex reporting dashboards to yield competitive insights for our clients, setting up periodic review meetings to prove continuous value.
Keep Systems Harmonized:
Maintain clean internal data by keeping multiple support and CRM systems updated in real-time.

What we are looking for

Experience:

5+ years of customer success or account management experience.

You should have proven experience assisting medium-to-large scale publishers with content delivery or monetization. Demonstrated success working directly with Web and App publishers is highly preferred.
Technical Aptitude:
Adequate knowledge of RSS feed creation, content/code mapping, and web applications. Familiarity with HTML, CSS, and JavaScript is a major plus.
Data Literacy:
Proficiency in Excel and Google Sheets is required.

Experience with Google Data Studio, SQL and other Database tools to track performance trends and identify root-cause anomalies is highly valued.
Troubleshooting Tools:
Bonus points if you have experience using web debugging tools like the browser console.
Market Coverage:
Ability to cover US and Europe markets smoothly (fully available during   EST working hours  ).
Communication

Skills:

You have the ability to translate complex technical workflows into simple, empathetic, and actionable terms for non-technical media executives.

Education:

BE/BS degree.

Perks and benefits
Competitive salary and comprehensive benefits package.
Performance-based incentives.
Flexible, independent, remote-first work environment.
The opportunity to take true ownership of a global portfolio and shape the future of digital publishing infrastructure.