Customer Success Engineer

Job Title: Customer Success Engineer – M360Location: Noida (On-site)EXPERIENCE: 3–5 YearsAbout Times Internet (across TIL)At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India’s largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions. Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations. As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt. We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level About the Business Unit (across Colombia)Colombia is a contextual AI-driven AdTech platform that revolutionises digital advertising with cutting-edge technology. By utilising advanced machine learning and AI, Colombia delivers highly targeted and personalised ad experiences, ensuring optimal engagement and performance. Our platform seamlessly integrates with publishers and advertisers, offering robust solutions for display, video, and native advertising.With over 650 million unique users monthly, Colombia leverages data-driven insights to provide unmatched reach and engagement. As part of India’s largest premium content network, we ensure high-quality user interaction and engagement. With over 15 billion recommendations per month & 650 Mn + unique users, we guarantee massive audience reach.Utilising AI & ML models for lookalike audience creation, bid prediction, and contextual targeting, Colombia enhances campaign effectiveness and user engagement. Our AI-powered user segmentation and article annotation streamline processes, delivering more accurate and relevant user experiences. Experience the future of advertising with Colombia...About the RoleThe Customer Success Engineer will play a pivotal role in strengthening publisher relationships and driving business growth. You will support and manage publishers who have been onboarded by the Solutions/Sales team, ensuring a smooth transition onto the M360 platform. This role demands strong communication skills, empathy, persistence, and the ability to guide stakeholders confidently through onboarding, product education, and early adoption.You will act as the primary point of contact for publishers, helping them understand platform capabilities, resolve queries, and maximise value from M360.Work ResponsibilitiesManage and support publishers after onboarding, helping them grow in terms of revenue, user engagement, and platform utilisation.Tailor and present M360’s value proposition to different publisher segments based on their needs and business goals.Educate publishers on product features, best practices, and how M360 aligns with their operational and strategic objectives.Maintain consistent communication with publishers through incoming and outgoing calls to provide guidance, updates, and timely support.Prepare performance reports, insights, and dashboards using MS Excel and Advanced Excel, including managing ad-hoc analytical tasks.Collaborate with internal teams across product, marketing, operations, support, and partnerships to contribute to the ongoing improvement of M360.Skills, Experience & Expertise● 3–5 years of customer-facing experience, preferably in digital, media, advertising, or technology environments. ● Strong understanding of the digital advertising ecosystem and publisher landscape. ● Hands-on expertise in MS Excel, Advanced Excel, and PowerPoint for analysis, reporting, and business reviews. ● Experience working with analytics tools; familiarity with Google Analytics is an added advantage. ● Ability to engage, influence, and build long-term relationships with publishers and stakeholders. ● Strong verbal and written communication skills with the ability to explain technical concepts simply. ● Energetic, enthusiastic, solution-driven, and comfortable working in cross-functional teams.EligibilityBachelor’s degree in Business, Economics, Marketing, B.Tech, or an equivalent combination of education and relevant experience.3–5 years of customer-facing experience, ideally within digital, media, or technology environments.Demonstrated ability to engage, influence, and build strong relationships with prospects and publishers.Experience with analytics tools; familiarity with Google Analytics is a plus.Exceptional verbal and written communication skills with the ability to explain complex ideas clearly and confidently.Energetic, enthusiastic, solution-driven, and a strong team player with a collaborative mindset.Strong understanding of the digital landscape and deep familiarity with the publisher ecosystem.Hands-on expertise in MS Excel and Advanced Excel for reporting, data analysis, and ad-hoc tasks; strong PowerPoint skills.Relevant experience and knowledge in the digital advertising industry.