Senior Customer Success Operations Manager - Adtech

About The Role 12 Month FTC - Maternity cover. Join PubMatic's Customer Success team in EMEA and play a key role in helping leading publishers maximise the value of our platform. As a Senior Customer Success Operations Manager, you'll sit at the intersection of ad technology, client success, and operational delivery. You'll manage technical integrations, optimise performance, and act as a trusted partner to publishers across the region. This is a hands-on role where your expertise in programmatic and troubleshooting will directly impact client outcomes and revenue growth. If you enjoy solving complex problems, working cross-functionally, and turning technical insight into measurable results, this role offers both ownership and visibility in a high-growth environment. What You'll Do

• Own publisher account set-up and manage Tier 1 omnichannel accounts on the PubMatic platform
• Deliver seamless technical integrations, ensuring projects are completed on time and to a high standard
• Provide responsive, high-quality support within defined SLAs, troubleshooting and resolving technical issues
• Proactively analyse and optimise account performance to increase yield and deliver actionable recommendations
• Partner with Sales, Product, Marketing, and Engineering to deliver tailored implementation plans
• Manage and update internal systems (e.g. Salesforce, JIRA) with accuracy and consistency
• Respond to and resolve integration issues, discrepancies, and brand safety escalations
• Generate and interpret performance reports, turning data into clear client insights
• Build strong client relationships, identifying growth opportunities and supporting revenue targets What You'll Bring
• Experience in programmatic advertising, such as Header Bidding, ORTB, RTB/PMP, or ad networks
• Familiarity with SSPs, Prebid wrappers, ad servers (e.g. GAM), and multiple ad formats is beneficial
• Strong analytical skills, with experience working with complex datasets to identify trends and root causes
• Confidence using Excel for analysis and reporting
• Understanding of web technologies (e.g. HTML, JavaScript) and debugging tools such as browser consoles, Charles, or Fiddler is advantageous
• Ability to manage onboarding, client support, and optimisation simultaneously
• Clear communication skills, with the ability to explain technical concepts to a range of audiences
• A structured, detail-oriented approach and a collaborative mindset Additional Information Hybrid Working: Employees operate on a hybrid schedule of three days in the office and two days working remotely. Benefits & Employee Experience: Our benefits package supports employees' health, wellbeing and professional growth. It includes comprehensive healthcare coverage, income and family support, generous paid leave, development opportunities, wellness initiatives, and a collaborative office environment with regular team and community activities.