Customer Success Operations Manager

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

•    3 - 5 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.