Associate Director, Customer Success (Commerce & Retail Media)

PubMatic•Chicago, NY

3d•Hybrid

About The Position

PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of the future. PubMatic’s unified platform enables commerce media networks to monetize their inventory and audiences via a suite of solutions that maximize margin for self-service and managed service audience programs. In addition, our solutions support programmatic monetization of retail media inventory while ensuring a strong UX and access to billions of dollars of endemic demand. This unified platform enables shopper marketing agencies, commerce centers of excellence and brands to access commerce first party inventory and data with closed loop reporting and in-store sales attribution. PubMatic’s commerce solutions are a triple-digit growth engine and is one of a series of newer growth solutions inside a stable public-company. PubMatic provides technology and solutions across the advertising technology landscape with a focus on our Agentic solutions that have enabled autonomous buying and direct access to premium supply in CTV, video, display, mobile app and commerce media inventory. About the Role: We are immediately hiring an experienced Director, Customer Success for Commerce & Retail Media to join our team in New York, Chicago or SF/Bay Area. Reporting to the VP of Commerce Media, this hire will own some of our key existing North America commerce and retail media clients, including Walmart Connect, Albertsons Media Collective and Kroger Precision Marketing. You will develop strategic partnerships with these clients, and more, to enhance their experience, maximize revenue through PubMatic tools and solutions, and provide insights and data critical to the customer’s business. You will work closely with strategic and tactical customer contacts offering a deep understanding of our product offerings and the dynamic retail media landscape. You will be responsible for customer success, cross-sells, upsells and more to achieving quarterly top-line revenue targets and ensuring we exceed client expectations. Through regular check-ins, account planning, rigorous performance analyses, cross-functional project management, you will act as and be recognized as a commerce and retail specialist and advisor who drives tangible results for our customers.

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.