Customer Success Director (LATAM)

Permutive•New York, NY

42d•Hybrid

About The Position

Permutive has built an advertiser business that works with some of the most innovative advertisers in the world. Our platform connects brands directly with premium publishers. Using the Permutive infrastructure for data collaboration, we enable audience activation that respects consumer privacy and is non-reliant on an identifier to drive performance. As Customer Success Director, you will one of the most senior members of the team in North America and actively work to improve internal processes and practices while driving cross-team partnerships with other departments. In partnership with our Account Management team, you will support renewal and upsell opportunities within your account base, and be accountable for Net Dollar Retention. You will also be seen as an example by the rest of the team and will be setting best practices for customer relationships management and an informal leader in the team

Requirements

Worked as a Senior Customer Success Manager, CS Director, or an Account Manager within a SaaS organization, in the ad tech or mar tech space
Experience working with clients across LATAM, (ability to communicate with Spanish & Portuguese speaking clients).
Worked across data strategy and/or revenue at a publisher or media company
You have significant experience managing large global contracts and navigating complex organizations
You have a strong track record of driving best-in-class net revenue retention and developing customer advocacy
You have a proven ability to build senior stakeholder relationships and map complex organizations across geographies and budget holders
You have a deep understanding of the advertising and media landscape
You have created and/or delivered frameworks for value delivery, tracked them appropriately, and effectively constructed narratives against them (e.g. in EBRs)
You are very comfortable working with data - you have the skills to effectively visualize data, draw conclusions, and take action based on those
You are a self-starter, who is comfortable with ambiguity and enjoys solving new problems. For example, where content or collateral does not exist, you will proactively create it and share it with the rest of the team

Nice To Haves

Direct experience managing customer relationships with global publishers

Responsibilities

Achieving and maintaining high customer health through strategic success and account planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives
Managing a book of business, comprised of our top tier, strategic customers across LATAM, a good number of which run global businesses; deeply understanding their commercial strategy, needs, and pain points; proactively bringing those insights back to the business.
Your book of business will consist of publishers who have been our strategic partners for a number of years; you will be expected to proactively identify ways to advance their first party audience strategy and unlock additional packets of value for them on a regular basis, further solidifying our position as their strategic partner.
You will proactively support your clients in building and optimizing their direct-sold advertising business, and help them go to market through 1-1 and at-scale enablement tactics.
You will build relationships across the customer's organization, including senior as well as day-to-day executional stakeholders. You will map the customers' organisation and look to expand our footprint across geographies and teams
You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction
You will act as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features
You will be a deep industry expert and you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising, data, and privacy
You will occasionally manage renewal and upsell opportunities within your portfolio, and look to uncover cross-sell opportunities, with the view of expanding this responsibility over time.
You will travel approximately 10% of the time to meet and engage with clients in the LATAM market.

Benefits

In this together: As a full-time employee, you'll become a shareholder with stock options, sharing in our collective success.
Family Comes First: Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.
Your Time, Your Way: Flexible hours let you fit work around your life, whether it's hitting the gym, meditating, or handling family needs.
Upgraded Workspace: A $450 budget helps you create the perfect home office setup.
Recharge & Refocus: Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.
Grow with Us: Ongoing training and development opportunities fuel your career aspirations.
Mental Health Matters: We prioritize your well-being with free access to TalkSpace, our mental health partner.
Healthy & Happy: Comprehensive health, dental, and vision coverage keeps you and your family feeling your best. Choose a plan with 100% coverage for yourself, with options to cover your dependents at 75%.

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