An ad industry titan
Katie McAdams — Working with thousands of agencies and businesses globally. Our customers' campaigns have driven every major consumer and political trend of the last 20 years. Our comprehensive digital media automation platform empowers digital advertising agencies to improve efficiency, create healthier businesses, and drive better results for their campaigns and their clients
Kelly Poydence — In the industry, there are many different choices that you have in terms of a DSP or a buying platform, but Basis is so much more than that.
Katie McAdams — We're able to marry together best-in-class software with an amazing services team that's actually won awards across the industry for the level of support and service that we provide our clients—with everything from media strategy, all the way through to self-service support for those customers who are licensing our software.
Pam Dickson Fishman — We really root ourselves in leading with a customer-centric culture. Unreasonable hospitality means that you're going above what customers are expecting of you, really allowing you to connect not only what they're saying they need, but reading between the lines and going deeper to get to the root of problems and to connect with them in ways that they wouldn't expect.
The impact of using Planhat
Jeff Poteracki — A lot of it comes down to having customers think of you as an extension of their team, so really understanding what their needs are, what their challenges are in helping develop solutions around that, as well as being a guide in this ever evolving and complex landscape.
Kelly Poydence — Before Planhat I was not being as efficient as I could be because I was spending my time piecing together sources of information from many different platforms. Previously, just even conducting a quarterly business review or a partner review, I was having to pull from multiple different sources, put decks together, do all of that manual work just to have a conversation with the customer on opportunities or challenges or trends that I was seeing. All of that can be done in a matter of minutes within Planhat.
Jennifer Schaen — So we're able to analyse our business, we're able to see what customers are successful, we're able to see what customers might need, a little nudge, what customers might need extra attention. We are able to sort of see the future of our business and go to customers with insights that they otherwise wouldn't get from us.
Pam Dickson Fishman — The automation that Planhat brings our customer experience organisation has allowed us to truly be proactive with our customers. Shifting away from the administrative and reactive mindset and into the strategic and innovative mindset that we strive to achieve with all of our customers.
How Basis uses Planhat
Jeff Poteracki — Using Custom Metrics in Planhat, we've been able to assign certain scores for areas that are going to be impacted in the coming year for a change made by Google related to cookies and browsers. So what we've been able to do is analyse how our revenue has been tied to this particular change, or how customer's revenue has been tied to this particular change, and help us identify where we need to have some more strategic changes on their advertising campaigns.
Kelly Poydence — Instead of just us sending over emails or having conversations on a call, we've been able to set up customer portals, which allows us to be interactive in Planhat with our customers. In the external portal, customers are able to see their own usage trends and maybe see where they should be adopting certain things or maybe where they need to stop being so heavily reliant on a certain sort of targeting. As we move especially into the cookieless future.
A true partner
Jennifer Schaen — We now have this insight and we're able to do so much more with the people and processes that we have than ever before. We're better partners to our customers because of Planhat. We know more about our business because of Planhat. We can react quicker and we can be more proactive because of Planhat.
There is absolutely no question that our customer experience team is successful today because of what Planhat has brought to us and what they've helped us achieve. And I hope that we can provide our customers with the same kind of information and partnership that Planhat has provided us. Regardless of what happens, our customer's success will result in our success.
SVP, Basis Customer Experience
Basis Technologies
Jennifer is SVP of Customer Experience at Basis Technologies, where she leads global SaaS delivery across platform strategy, implementation, and services. A digital media and adtech veteran with over 20 years of experience, she has held senior leadership roles at Centro, Performics, and AOL, consistently building high-performing teams and scaling customer operations. At Basis, she’s driven SaaS transformation through process design and hands-on execution, combining deep industry knowledge with a passion for learning and growth.
Director, Customer Success
Basis Technologies
Kelly is a customer success leader with deep roots in digital advertising and over 8 years of experience across media and SaaS. At Basis Technologies, she serves as Director of Customer Success, partnering with clients to drive platform adoption, expand multichannel strategy, and deliver measurable business outcomes. She previously held success and delivery roles at Centro and Epsilon, building a strong foundation in campaign execution and client growth. With an MBA in Marketing from the University of Dayton, Kelly combines platform fluency and strategic insight to help teams exceed their goals.
Senior Customer Success Manager
Basis Technologies
Jeff is a Senior Customer Success Manager at Basis Technologies, where he combines technical acumen with customer-facing experience to drive platform adoption and business outcomes. With nearly a decade in programmatic advertising, including five years at Centro and earlier roles at KSM, he brings strong expertise in media strategy, digital platforms, and DSP technology. Jeff has spent the last four years in customer success roles, building trusted partnerships with enterprise clients and delivering consultative guidance—and is known for his collaborative style and educator mindset.
VP Customer Success and Onboarding
Basis Technologies
Pam is a seasoned customer success and onboarding leader with over 20 years of experience helping technology companies build and scale high-performing customer teams. She has spent nearly 15 years at Basis Technologies (formerly Centro), advancing from Supervisor to Vice President of Customer Success and now serving as Group Vice President of Customer Success and Onboarding. Throughout her tenure, she has led large teams, driven revenue growth across multiple U.S. regions, and championed operational excellence at scale.
CMO
Basis Technologies
Katie is Chief Marketing Officer at Basis Technologies, where she leads marketing, communications, and go-to-market strategy for one of the industry’s most respected ad tech platforms. She brings over 20 years of experience in digital media and advertising, including a long tenure at Centro, where she held executive roles spanning customer experience, client solutions, and publisher development. Earlier in her career, she launched and scaled Centro’s publisher business, growing adoption to over 10,000 partners. Katie also serves on multiple nonprofit boards focused on education and entrepreneurship.
