Associate Director, Customer Success (Commerce & Retail Media)

PubMatic•New York, NY

8h•$180,000 - $220,000•Hybrid

About The Position

PubMatic is seeking an experienced Associate Director, Customer Success for Commerce & Retail Media to join their team. This role will be based in New York, Chicago, or SF/Bay Area and will report to the VP of Commerce Media. The primary responsibility is to manage key North America commerce and retail media clients, developing strategic partnerships to enhance their experience, maximize revenue through PubMatic's tools and solutions, and provide critical insights and data. The role requires a deep understanding of PubMatic's product offerings and the retail media landscape, with a focus on customer success, cross-sells, and upsells to achieve quarterly revenue targets and exceed client expectations. The Associate Director will act as a commerce and retail specialist and advisor, driving tangible results through regular check-ins, account planning, performance analyses, and cross-functional project management.

Requirements

5+ years of relevant experience in a Customer Success role, focusing on digital commerce or retail environments, working directly with retailers and commerce companies.
Familiarity with digital commerce dynamics and relevant industry trends.
Experience working with e-commerce platforms and technologies.
Knowledge of customer engagement strategies and digital sales enhancement techniques.
Experience growing and managing a team
Strong presentation skills
Bachelor’s degree in a related field

Nice To Haves

Flexible, start-up mindset with proven success in fast-paced, unstructured environments
An ease with communicating to audiences across all levels, from your peers to the C-Suite
Operational and process development expertise to support growth of this “startup within a larger organization.”

Responsibilities

Manage a portfolio of high-spend and high-potential commerce and retail partners by thoroughly understanding growth drivers, identifying opportunities for expansion, managing risks, and creating multi-quarter plans for achievement.
Map clients and create value exchanges across the client organization, exposing new stakeholders to the value PubMatic offers while gaining adoption of additional and new solutions to further deepen our partnerships.
Consistently meet or exceed revenue targets, while prioritizing and delivering an outstanding customer experience to our clients.
Support the Go-to-Market efforts of commerce partners, supporting the enablement of our clients and PubMatic sales teams to support monetization of commerce audiences and inventory.
Develop a thorough understanding of the business and technical aspects of PubMatic commerce platforms, tools and solutions.
Collaborate with specialists, solutions engineers, and product teams to generate business plans, defining business goals, key strategies, and success metrics.