Director, Customer Success
About The Position
InfoSum is WPP’s privacy-first data collaboration technology, trusted by global businesses to unlock the full potential of their first-party data without risk. Its patented, cross-cloud, decentralized collaboration technology leverages advanced Privacy-Enhancing Technologies (PETs) to radically transform how companies generate audience intelligence and drive better customer experiences. As the foundational infrastructure underpinning WPP Open, InfoSum powers trusted data collaboration across every cloud, client, and capability. The Director, Customer Success will be a key member of the North American Client Services team, responsible for driving the adoption and usage of Infosum's data collaboration platform. This role is critical as Infosum transitions from a flat-rate SaaS model to a usage-based revenue model, placing a heavy emphasis on driving platform adoption. After the sales team closes a new contract, the CSM takes ownership of the client relationship. The Director, Customer Success will inherit a portion of the client portfolio currently managed by the VP of Client Services and will be responsible for making the Infosum platform indispensable to clients. The core focus is on making the platform indispensable to the client's operations by building strong relationships, understanding their business goals, and aligning them with Infosum's capabilities. This role is crucial for ensuring client stickiness, securing renewals, and identifying expansion opportunities. a portfolio of approximately 16-20 accounts, including a mix of 6-8 major brands, publishers, and data providers, alongside 12-15 smaller customers. This is a senior, individual contributor role with a clear path for growth into a leadership position.
Requirements
- A minimum of 5-10 years in a customer success or account management role within the Ad Tech industry.
- Deep understanding of the paid media marketplace, including how decisions are made, how money moves, and the competitive landscape (DSPs, SSPs, data platforms).
- Proven ability to articulate success through business outcomes and metrics (e.g., revenue growth, usage increase) rather than just relationship management.
- A fundamental understanding that renewals are earned through continuous value delivery and driving platform usage, not through a once-a-year conversation.
- Strong technical understanding of how Ad Tech platforms work on the backend.
- A strong preference for a candidate who is more technically-inclined to complement the existing CSM's relationship-oriented skillset.
- An interest in process design, creating customer-facing materials, and documenting best practices that can be scaled across the global organization.
- A "sales-minded" approach to identifying opportunities and driving commercial outcomes within their book of business.
Responsibilities
- Drive the adoption and usage of Infosum's data collaboration platform.
- Make the Infosum platform indispensable to clients.
- Build strong relationships with clients.
- Understand client business goals and align them with Infosum's capabilities.
- Ensure client stickiness.
- Secure client renewals.
- Identify client expansion opportunities.
- Manage a portfolio of approximately 16-20 accounts, including 6-8 major brands, publishers, and data providers, and 12-15 smaller customers.
- Design processes, create customer-facing materials, and document best practices that can be scaled across the global organization.
- Identify opportunities and drive commercial outcomes within their book of business.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
