Manager, Account Management, Adtech

Who we are

At illumin, we are transforming the advertising landscape. Our platform offers an integrated space for journey planning, execution, and reporting. It empowers marketers to connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. By seamlessly combining media planning and buying in an intuitive interface, marketers can take complete control of their campaigns, meeting customers wherever they are in the buying journey and maximizing the impact of their ad spend through personalized insights for smarter decision-making.

We are at a pivotal moment, evolving into a product-led company with a team of over 100 skilled professionals and new leadership guiding our path forward. By harnessing the power of data, advancing our AI capabilities, and deeply investing in our people, we are preparing for a future that will redefine what's possible in journey advertising.

Our work is guided by two beliefs: that the ability to execute is paramount to success and that we are only as good as our people. As we grow and transform, we are looking for team members (illumineers) who share our bias for speed, delivery over perfection, and an entrepreneurial mindset. Joining us now is a chance to be part of our transformation.

Who we need

Reporting to the Senior Vice President, Client Success & PreSales, we are hiring a Manager, Account Management, AdTech, to lead our team and focus on customer success and growth. As the new Manager, Account Management, AdTech, you will lead and coach a team of 5 - 6 Account Managers, shaping customer experiences and ensuring our clients maximize the value of our platform. You will guide and coach your team to achieve key performance indicators (KPIs) and revenue goals, including retention, growth, and expansion.

This is a remote position open to candidates across North America. For those based in Toronto, our team works in the office on Tuesdays and Thursdays.

What's in it for you

Impact. You will join a team transforming the AdTech industry by delivering a platform clients actively seek out and rely on. As a leader in the newly formed Account Management team, you will guide your team in helping clients fully realize the value of their investment while working closely with Product teams to drive continuous improvements and enhance platform features.

Professional development. You are eager to grow—your skills, leadership, and career. At illumin we are dedicated to pushing the boundaries to improve and reach our full potential, both as individuals and as a company. We believe in developing our people and providing them with the tools, mentorship, and resources they need to thrive. As a leader, you will see your team grow by coaching them to success and empowering them to reach their goals while strengthening your own leadership and influence.

How you will make an impact:

• Lead and develop a high-performing team. You will guide an Account Management team, providing coaching and support to ensure they deliver stellar onboarding experiences and ongoing success for clients. You will foster a customer-centric approach, focusing on both retention and growth. You will promote a diverse and inclusive team environment aligned with our company's values and culture of collaboration.
• Drive retention and expansion strategies. You will design and implement proactive strategies that ensure long-term client satisfaction and identify opportunities for upselling and cross-selling.
• Analyze customer health and engagement. You will leverage customer experience data and health metrics to spot key trends and risks, continuously improving client engagement across the customer lifecycle.
• Promote internal collaboration and education. You will keep peers and the team informed on marketplace dynamics and proven strategies for success. You will gather client feedback to inform product development and operational improvements. You will ensure that Account Management tools are used to their full potential, promoting customer advocacy within the team.
• Lead communications. You will keep stakeholders informed and share updates on monthly and quarterly initiatives with both internal teams and clients. You will act as the escalation point for complex customer issues, manage sensitive negotiations, address client concerns, and mitigate churn risks.

What you bring:

• The expertise. You have a successful background in programmatic or digital advertising. You may be coming from an advertising agency or AdTech. You have a solid operational background and are comfortable defining and leveraging business metrics to manage and exceed team goals. You have a proven track record of exceeding retention and expansion targets, with a solid ability to create and execute strategic plans. You combine empathy for customers with a passion for revenue growth, ensuring both client satisfaction and business success.
• The leadership. You have experience leading and coaching high-performing teams of 5 or more members. You are adept at articulating and executing company vision and team strategies, inspiring and motivating diverse teams to achieve their best. With creative leadership skills, you can navigate conflict, remove obstacles, and provide clear guidance to your team. You develop strategic plans that optimize processes for scalability, and your collaborative leadership style enables cross-functional teams to work together seamlessly. You know how to negotiate with customers, manage complex accounts, and foster an environment that promotes innovation and results.
• The operational acumen. You bring a strong understanding of business processes, such as renewal and expansion playbooks, contract management, and invoice oversight. You are detail-oriented and organized, with the ability to prioritize and adapt in a fast-paced environment. With a deep knowledge of emerging trends in Programmatic, SaaS, and media channels, you can translate complex technical details into actionable, customer-friendly insights.
• The technical skills. You have experience working with customer success tools and systems, including CRM software (e.g., Salesforce, Zoho CRM, HubSpot), ticketing systems (e.g., JIRA, ServiceNow), and MS Office/Google Suite.
• The interpersonal skills. You can build trusting relationships within teams and across levels. You are detail-oriented, organized, and adept at managing multiple priorities in a dynamic environment. You can communicate with internal and external stakeholders, translating complex technical details into actionable insights.

What else should you know about us?

We are undergoing a transformative shift. We are embracing change and the opportunities that come with it, empowering every illumineer to innovate, experiment, and bring forward new ideas. Whether accessing new technology, restructuring workflows, or expanding your team, you will have full support if you can make the business case.

We are a broad and diverse team, but we all share a passion for success, a drive to do more, and a love of creating connections. We hire for talent and commitment and provide the guidelines and guidance to elevate skills, knowledge, and abilities across all areas. This is a place where proven methods meet bold ideas, offering opportunities to grow personally and professionally.

To support a healthy work-life balance, we offer a flexible work environment, a meal credit for your in-office days, and a free massage with an RMT in-house every eight weeks. That is in addition to our comprehensive benefits, which include life, AD&D, long-term disability insurance, and coverage for prescriptions, dental, vision, mental health, and professional health services. You will also have access to a workplace advisor, the Vitality Wellness app, and a $300 annual healthcare spending account.

Apply now

If you want to seize the opportunity to impact a company and influence an industry, and you have 70% of what we are looking for, apply now. We can't promise an interview, but we will consider your whole application.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor will discuss your interest in the role and background.
• An interview with the Senior Vice President, Client Success & PreSales, to share your experience in Account Management and people leadership. You will have a chance to ask questions about the role and the team.
• An interview with the CRO and a member of our Sales team to answer and ask any questions about the role, the team, and the company's growth strategy.

illumin is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas.

We are committed to providing equitable opportunities in employment and to providing a workplace which is free from discrimination and harassment. We are equally committed to providing an inclusive and accessible workplace. If you require accommodations at any stage of the interview process, please email us at hr@illumin.com.

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