Senior Director of Global Customer Success
On-siteSan Francisco, California, United States
Job Summary
Own the retention of $xxxM topline revenue by maintaining a global churn rate of ≤xx% and driving an average of xx% Share of Wallet growth per quarter through consultant-led account planning. Standardize a global onboarding process achieving ≥xx% launch accuracy while reducing cycle time to ≤x business days, and enforce 100% tracking of Account Plans and Quarterly Business Reviews for all Tier 1 and Tier 2 accounts. Act as the primary Voice of the Customer to Product and Ops teams, translating client feedback into actionable roadmap changes and implementing a documented intervention playbook for at-risk accounts. Lead the hiring and ramping of xx key roles globally to full productivity within 90 days, ensuring 100% adoption of a global coaching cadence that shifts the team from tactical troubleshooting to strategic account coaching.
Required Qualifications
- 8+ years of experience in Customer Success or Account Management within the AdTech/MarTech space
- at least 5 years managing distributed global teams
- Deep understanding of the mobile programmatic ecosystem
- nuances of cross-device marketing efforts
- technical requirements of high-performance UA
- Proven ability to transition a CS team from a reactive/support mindset to a proactive/consultative revenue engine
- Experience partnering with RevOps to build forecasting models
- account planning frameworks that drive predictable NRR
- A track record of using client data to influence product roadmaps
- successfully expanding a company's addressable market through feature innovation
- Exceptional executive presence
- able to act as a peer and strategic advisor to C-level stakeholders at the world's largest mobile-first brands
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