Director, Customer Success

Vidmob•New York, NY

About The Position

VidMob is the creative data company. Its scoring software and analytics have become an essential ingredient in the creative and media decisions of the world’s largest marketers and agencies, as they strive to drive business results through improved creative effectiveness. As the leader in creative data, Vidmob’s influence lies in its partnerships and integrations across the digital ad ecosystem, its dozens of proprietary models, and in operating the industry’s most robustly instrumented human-reinforcement learning model for creativity. VidMob is at an inflection point. As our Creative Data platform grows in depth and breadth — from Creative Scoring to GenAI-powered insights — how we serve clients must evolve at the same pace. We are looking for a Director of Customer Success who is not here to maintain the status quo. You will audit, dismantle, and rebuild our client servicing model from the ground up, designing a scalable, product-led CS motion that closes the loop between creative data insights and client outcomes. What makes this role unique? A clean-sheet opportunity to architect how VidMob's brand, creative, and media clients experience our platform — from onboarding through expansion — with the full support of leadership and a seat at the product table.

Requirements

8+ years in Customer Success, with at least 3 years in a leadership role at a B2B SaaS or data/analytics platform company.
A proven track record of building or rebuilding CS processes — not inheriting and maintaining — in a high-growth environment.
Deep fluency in enterprise client relationships: brand marketers, creative agencies, or media buyers at Fortune 500 companies.
Demonstrated ability to translate complex platform capabilities into clear, value-driven narratives for senior client stakeholders.
Comfort operating in ambiguity with a bias toward action — you design the playbook, then run it.
Strong analytical instincts: you know how to use data to identify risk, surface opportunity, and tell a compelling story.
Experience working cross-functionally with Product, Sales, and Engineering in a product-led growth environment.

Nice To Haves

Background in adtech, martech, or creative intelligence platforms.
Familiarity with creative performance measurement, media planning, or brand safety frameworks.
Experience with platforms or workflows used by brand, creative, and media teams — across paid social, programmatic, or video.
Exposure to AI/ML-powered SaaS products and the ability to communicate their value to non-technical audiences.
Prior experience at a Series B–D company navigating the transition from founder-led to process-led CS.

Responsibilities

Redesign the Client Servicing Model: Run an analysis of all existing CS processes, playbooks, and tooling — with no assumption that anything currently in place is worth keeping.
Design and implement a new client servicing model purpose-built for VidMob's creative data platform, with clear onboarding journeys, platform adoption milestones, and creative intelligence review cadences.
Establish a scalable tiering framework across our client segments: brand teams, creative teams, media teams, and agencies.
Build the internal infrastructure for CS — workflows, handoff protocols, escalation paths, and QBR structures — from scratch.
Bridge CS and Product: Serve as the primary voice of the client into the product org — synthesizing patterns across accounts into structured, prioritized product feedback that directly influences the roadmap.
Partner with Product and Engineering to co-develop client-facing materials (release notes, feature guides, Creative Scoring use-case playbooks) that translate platform complexity into actionable insights for clients.
Champion platform adoption by helping clients extract signals from Creative Analytics, Creative Scoring, Diversity Measurement, and Influencer Intelligence data — moving them from passive viewers to active decision-makers.
Work alongside Product to identify gaps between client expectations and platform capabilities, then drive resolution — whether through process, training, or roadmap prioritization.
Lead & Develop the CS Team: Hire, coach, and develop a high-performing Customer Success team equipped to navigate a sophisticated creative data platform and a complex enterprise client base.
Define clear role expectations, success metrics, and career paths for CSMs — from platform specialists to strategic partners.
Foster a culture of accountability, intellectual curiosity, and creative data fluency across the team.
Operate as a player-coach, directly managing a portfolio of strategic accounts while building team capacity.
Drive Retention & Expansion: Own net revenue retention and expansion targets across the CS portfolio — tying creative data impact directly to commercial outcomes.
Develop proactive risk identification and intervention frameworks to reduce churn before it materializes.
Identify and execute upsell and cross-sell opportunities across VidMob's product suite, in close partnership with Sales.
Define and report on CS health metrics — including Creative Scoring adoption rates, active platform usage, NPS, and time-to-value — to executive leadership.