Customer Success Operations Manager / Associate Customer Success Operations Manager
At a glance
Mid-level Customer Success role at PubMatic. Gurugram.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Run publisher accounts from initial setup through optimization, troubleshooting, and escalation handling
- Complete technical integrations on schedule while meeting service expectations and regional support windows
- Use performance data to recommend yield improvements and explain trends, anomalies, and competitive context
- Work with Sales and Business Development on account expansion and maintain Salesforce and JIRA records
- Build regional playbooks while applying privacy rules and using AI tools to streamline recurring analysis
What you bring
- Two to seven years in programmatic advertising or SSP/DSP operations, with knowledge of Header Bidding, oRTB, RTB/PMP, and Ad Networks
- Hands-on experience with SSPs, GAM 360, and Prebid integrations, plus debugging through Charles, Fiddler, or browser console
- A recognized university bachelor's degree in Engineering, specifically CS or IT
- Strong Excel capability, with SQL exposure and the ability to diagnose complex performance data
Who this fits
This role suits someone who combines publisher account ownership with technical integration work, data analysis, and relationship management. You’ll work a regional shift aligned to APAC, EMEA, or America coverage and follow a hybrid schedule with three office days and two remote days. Fluent English is required, while a regional language is an advantage.
From the employer
About the Role
As a CSOM, you will manage a portfolio of mid-market publisher accounts, combining technical depth, data-driven decision-making, and strong relationship management. You will play a central role in optimizing publisher monetization while adapting to regional market dynamics, compliance requirements, and client expectations.
What You'll Do
• Manage end-to-end publisher account setup, optimisation, and troubleshooting.
• Execute technical integrations on time with a high standard of service.
• Provide proactive yield improvement recommendations based on performance data.
• Deliver customer support within SLAs aligned to regional business hours.
• Partner with regional Sales and Business Development teams to drive account growth.
• Ensure adherence to applicable regional regulations including GDPR and CCPA.
• Collaborate cross-functionally with Sales, Product, Engineering, and Business Development.
• Produce data-driven reports with actionable insights and competitive context.
• Resolve escalations related to integrations, discrepancies, and brand safety.
• Maintain accurate Salesforce and JIRA records.
• Develop and contribute to region-specific best practices and operational playbooks.
• Leverage AI tools to accelerate analysis, identify optimisation opportunities, improve response quality, and streamline recurring operational tasks.
We'd Love for You to Have
• 2 – 7 years of experience in programmatic advertising or SSP/DSP operations
• Strong knowledge of Header Bidding, oRTB, RTB/PMP, and Ad Networks
• Experience with SSPs, GAM 360, and Prebid integrations
• Proficiency in Excel (macros preferred); SQL experience a plus
• Skilled at analysing complex datasets to identify trends and performance anomalies
• Familiarity with debugging tools such as Charles, Fiddler, and browser console
• Strong understanding of regional ad ecosystems and data privacy regulations
• Fluent in English; proficiency in a regional language is a plus
• Shift Timings: APAC 8 AM – 7 PM (8 hours depending on geo), EMEA 1 – 9 PM, America (12 – 5 PM and 9 – 12 AM)
Qualification:
- Bachelor's degree in Engineering (CS/IT) from a recognised university.
Additional Information:
Return to Office: PubMatic employees throughout the global have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.
Benefits: Our benefits package includes the best of what leading organizations provide, such as paternity/maternity leave, healthcare insurance, and broadband reimbursement. As well, when we’re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches, and much more!
Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About PubMatic
PubMatic is one of the world’s leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies, and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.
Founded in 2006 with the vision that data-driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi-screen and multi-format content that consumers demand.
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