Senior Customer Success Manager

Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 126 million daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit www.redditinc.com. We're looking for an experienced seller to join the Pharma vertical of our Large Customer Sales team. As a Senior Client Partner, you will be responsible for forming relationships with key brands and agencies while ensuring they meet their business objectives using Reddit's advertising suite. This role is required to be based in person in New York, Chicago, or San Francisco.  Responsibilities: * Proactively manage and deepen relationships with existing advertising partners, both with agencies and directly with clients to drive year-over-year revenue growth * Proactively construct upfront and joint business plans with top clients * Establish mutually beneficial relationships with new clients, educating them on Reddit and the Reddit ads platform * Leverage agency and client direct relationships to identify new buyers of Reddit advertising products * Leverage data from internal and external sources to inform client strategies and pitch proposals * Consistently meet deadlines for all projects, ensuring that clients receive the highest level of customer service * Own client meetings from agenda to final presentation, instilling confidence and setting all interactions up for success by appropriately setting client expectations, identifying outcomes, and communicating clear next steps * Act as the primary point of contact for clients to communicate major platform updates, releases, changes, and/or opportunities that will deepen or expand the relationship * Provide strategic, proactive, and consultative advice to clients in order to uplevel and grow the relationship * Persistently explore and uncover the needs of your clients, leveraging deep product knowledge to align their goals with new and unique opportunities on the platform * Collaborate with Account Management and Ad Operations to meet and exceed clients’ marketing goals * Shape Reddit’s ads product roadmap by aggregating and sharing client feedback and campaign metrics with cross-functional stakeholders * Provide thought leadership and act as a Reddit evangelist with partners and at industry events * Share your industry, client, and product expertise by mentoring and training other team members * Collaborate closely with other Client Partners and Account Managers to craft a cohesive strategy across shared accounts * Build and leverage deep internal relationships, both within your direct team and cross-functionally, working together to deliver on client and business goals Required Qualifications:  * 12+ years of experience in digital media with at least 7+ years of experience in sales, Pharma client experience preferred * Experience owning partnerships with complex enterprise tech organizations * Proven experience managing relationships up through C-level executives * Deep industry expertise in specific verticals, product types, and/or measurement solutions * Deep existing relationships within the agency and client direct space * Subject matter expertise in the social media landscape and native advertising * Experience building and executing long-term account growth strategies * Demonstrated top-performer achievement against sales targets * Ability to lead special projects * BA / BS degree or equivalent work experience Benefits: * Comprehensive Healthcare Benefits and Income Replacement Programs * 401k with Employer Match * Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support * Family Planning Support * Gender-Affirming Care * Mental Health & Coaching Benefits * Flexible Vacation & Paid Volunteer Time Off * Generous Paid Parental Leave    #LI-Hybrid Pay Transparency: This job posting may span more than one career level. In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and will also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/. To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below. The base salary range for this position is: $142,200—$199,100 USD In select roles and locations, the interviews will be recorded, transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording, transcription and summarization prior to any scheduled interviews. During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable.  We will not sell your personal information or disclose it to any third party for their marketing purposes.  We will delete any recording of your interview promptly after making a hiring decision.  For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors. Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve.  Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.

JOIN US IN BUILDING THE FUTURE OF FINANCE. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. ABOUT THE TEAM + ROLE We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.  Robinhood's Customer Experience team is committed to providing world-class service for our customers — many of whom are investing for the first time. The Executive Office team is the most senior tier of support at Robinhood CX: it owns the cases that reach our executives, legal team, and regulators, and resolves the most complex, sensitive issues our customers face. In this role, you'll lead that team. You'll set resolution strategies for executive, legal, and regulatory escalations, monitor complaint trends across the customer base, and partner directly with CX Senior Leadership, Compliance, and the executive team to drive those trends down. It's a high-visibility role with real ownership — you'll empower a group of our most senior CX specialists to resolve any scenario a customer brings to us, and you'll be the voice of the customer as the primary responder to our most escalated situations.   This role is based in our Chicago, IL, Denver, CO, or Westlake, TX office(s), with in-person attendance expected at least 5 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.    WHAT YOU’LL DO * Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types. * Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills. * Coach senior customer experience specialists to raise the performance bar across the team * Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives. * Monitor key performance metrics and measurement standards, and produce reporting for the areas you support. * Partner closely with Compliance to align complaint-reduction strategies with the operational realities of the team. * Use operational data and customer topic analysis to identify and drive process improvements. * Identify technology improvements, best practices, and trends that drive a cost-effective, positive customer experience and strengthen our customer care strategy. WHAT YOU BRING * Demonstrated experience with escalations management * Excellent planning and organization skills with ability to implement and deliver on quantitative goals * Problem solving and decision-making capabilities; strong analytical skills * Minimum four years experience in a Customer Care management role * The ability to perform knowledge transfer training to other team members * Bachelor’s Degree in related field * Hold the Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of the 24) * Series 66 and Series 3 Required within 180 days of hire LEADERSHIP EXPECTATIONS Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them: * Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech. * Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly. * Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity. WHAT WE OFFER * Challenging, high-impact work to grow your career. * Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching. * Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents. * Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more. * Employer-paid life & disability insurance, fertility benefits, and mental health benefits. * Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! * Exceptional office experience with catered meals, events, and comfortable workspaces. In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $131,750—$155,000 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $115,600—$136,000 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $102,850—$121,000 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.