PubMatic – Customer Success Operations Manager – Singapore

May 11, 2023
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Job Description

PubMatic – Customer Success Operations Manager

Company Description

PubMatic is the leading marketing automation software company for publishers. Through real-time analytics, yield management, and workflow automation, PubMatic enables publishers to make smarter inventory decisions and improve revenue performance. Focused on serving the needs of premium publishers, PubMatic inspires buyer confidence by providing flexibility in audience discovery and planning media campaigns through its Media Buyer Console and APIs. The company’s marketing automation software platform provides a global roster of comScore publishers with a single view into their advertiser relationships across every screen, every channel, and every format. PubMatic was ranked by Deloitte as one of the fastest-growing companies in the US for the fourth consecutive year in 2015. The company has offices worldwide and is headquartered in Redwood City, California

Job Description

Your role as a Customer Success Operations Manager is to provide support in the day-to-day management of publisher clients delivering world-class customer service with your experience with trouble-shooting in ad technology-related areas. You will be working closely with the Customer Success Manager to set up, integrate and optimize publisher integrations to drive incremental platform revenue. ​

​A successful candidate will possess a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills with a high degree of attention to detail.​ This role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver the result.

​As PubMatic’s products and services evolve, the Client Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested, and optimized with new publishers, and are ready for broad adoption.


  • Manage account setup and maintain accounts on the PubMatic system​
  • Ensure on-time execution of technical integrations and deliver service excellence during implementation​
  • Deliver excellent customer service and support within defined SLAs to publishers via support channels, including troubleshooting and resolving issues reported by publishers
  • Proactive in optimizing the publisher accounts and providing timely feedback to the customers to increase the yield
  • Work with internal teams, including sales, marketing, business development, product management, and engineering to deliver customized implementation plans to select clients​
  • Keeping multiple support systems updated (e.g. Salesforce, JIRA, etc)​
  • Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety, etc.​
  • Generate and interpret reporting that will yield competitive insights for our clients​
  • Work closely with internal and external customers to ensure higher returns for end customers
  • Build strong customer relationships to create advocates of PubMatic and collaborate with Customer Success Manager to identify upsell opportunities to manage a book of business against assigned revenue targets.
  • Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product upsell opportunities
  • This role is to provide support to strategic accounts for Southeast Asia and Korea


  • Ideal candidate should have 3-6 years of ad-tech experience, adequate knowledge in ad-serving and in-app meditation, Header Bidding, ORTB protocol, RTB/PMP, Rich Media Ads, and Ad Networks
  • Demonstrated experience working with mobile SDKs supporting monetization and Ad Trafficking exposure using Ad Servers such as GAM and Max a plus​
  • Proficiency in Excel, preferably Excel Macros, and knowledge of SQL and other Database tools is a plus​
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes​
  • Experience with web applications, web forms, and web servers ideally with HTML or JavaScript knowledge​
  • Knowledge to use debugging tools like Fiddler, Firebug, etc
  • Understanding of auction dynamics in a programmatic environment
  • Prior experience working with SSPs, Mobile Publishers (with Android/iOS in-app), or Ad Networks is a plus
  • We’re also open to Media Agency professionals who have good programmatic experience ​

Personal Characteristics and Competencies

  • Pro-active and self-motivated as will be a part of a small team​
  • Ability to collaborate with regional team members
  • Strong attention to detail and well-organized
  • Logical reasoning ability, Problem-solving and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail​
  • Fluency in both English and Korean is a plus as this role will support a large portion of Korean publishers
  • Written and spoken in both English

Additional Information

All your information will be kept confidential according to EEO guidelines.

Return to Office: PubMatic employees around the world 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.  All PubMatic employees in the US and India are required to be fully vaccinated to return to our offices.  Covid-19 boosters are not required at this point in time.

Benefits: Our benefits package includes the best of what leading organizations provide such as, paid leave programs, paid holidays, healthcare, dental and vision insurance, disability and life insurance, commuter benefits, physical and financial wellness programs, unlimited DTO in the US (that we actually require you to use!), reimbursement for mobile and internet expenses and fully stocked pantries plus in-office catered lunches 3 days per week.

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.