Director of Customer Success

What you'll do

• Work with executive team to set strategy for customer engagement, growth, retention focusing on churn reduction and client advocacy
• Own and manage key client relationships in programmatic ecosystem including SSPs, DSPs, ad exchanges, agencies, and publishers
• Guide customers to achieve business goals and address concerns related to ad fraud prevention and privacy compliance
• Use data-driven approach to monitor customer engagement metrics, team KPIs, and account health to identify risk and take action
• Understand competitive landscape, industry developments, and standards
• Collaborate with Sales and Marketing to create and optimize upsell and cross-sell strategies

Requirements

• BA/BS degree in technical, business, or related fields or equivalent experience
• 4+ years experience in client-facing customer success, technical account management, and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
• Advanced experience in creating strategies, guidelines, and objectives to drive customer engagement, growth, and retention
• Experience leading a high-performing customer success team with proven performance and revenue goal achievements
• Understanding of Invalid Traffic (IVT) and viewability in digital advertising
• Expert knowledge of programmatic digital advertising to communicate client requests to technical teams and provide client guidance
• Knowledge of differences and similarities among digital advertising channels (desktop, mobile web, in-app mobile, OTT/CTV) in display, video, and native advertising
• Ability to translate insights from product suite into ROI and operational client recommendations
• Expert communication skills and ability to hold C-level customer conversations
• Understanding of digital media ecosystem terminology and ad operations tools and practices (campaign optimization, javascript, tagging, cookie, macros, platforms)

Tech stack

Benefits