Director of Client Services

AppsFlyer • New York, NY

81d • $230,000 - $250,000

About The Position

AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room, and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships. We are hiring for a Director of Customer Success based in our New York office. In this role, you’ll drive retention, expansion, and executive trust for AppsFlyer’s customer portfolio—coaching CSMs as Growth Partnership leaders and turning customer outcomes into durable, measurable revenue. You’ll manage a team of 5-8 CSMs and partner with cross-functional leaders. Our CS culture is customer‑obsessed and results‑driven—we coach for impact, operate with rigor, and influence at scale across Sales, Product, and Marketing.

Requirements

• 10+ years in Customer Success/Account Management for enterprise SaaS, including 3–5+ years leading managers/ICs.
• Proven ownership of NRR/GRR for portfolios spanning Strategic, Enterprise, and Mid‑Market.
• Demonstrated Growth Partnership leadership and mobile industry strategic and tactical knowledge: outcome‑based value realization, executive alignment, measurable expansion.
• Mobile attribution / martech domain fluency and AppsFlyer tool‑stack knowledge (or equivalent MMP experience).
• Demonstrated partnership and cross‑functional leadership with Sales, RevOps, Product, Marketing, Partnerships, and other CS leaders.
• Technical experience required to implement MMP’s, attribution and remarketing technologies, and productivity AI (e.g., ChatGPT); analytics‑driven decision‑making.
• Ability to travel 33% onsite to customers and key internal onsites.

Nice To Haves

• Experience with global accounts and global organizations, privacy‑centric ecosystems (e.g., SKAN/ATT), and complex data integrations.

Responsibilities

• Partner with Sales to deliver Net Revenue Retention and Gross Revenue Retention across your team’s portfolio through value realization, proactive risk management, and expansion motions across Strategic, Enterprise, and Mid‑Market customer segments.
• Uplevel CSMs to lead with outcomes, quantify ROI, and influence executive roadmaps.
• Deliver both strategic guidance to customers with mobile as a centerpiece of an omnichannel world, and provide tactical guidance to unlock the results.
• Build and maintain executive relationships with key customers; lead value narratives and account strategy.
• Attend EBRs and growth partnership discussions in person with customers.
• Improve time‑to‑value and drive adoption of priority AppsFlyer capabilities through segment‑specific success plans, QBRs, and EBRs.
• Lead critical escalations with clarity and speed; coach CSMs on pre‑escalation prevention.
• Contribute to innovation at scale—playbooks, automation, and repeatable best practices across regions and AI adoption.
• Establish disciplined renewal/expansion forecasting in lockstep with Sales and RevOps; maintain high signal quality and hygiene.
• Align with Sales, Support, Product, and Marketing on pipeline, roadmap, and voice‑of‑customer.
• Model inclusive leadership and raise the bar on ownership and results.

Benefits

• Expected On Target Earnings (OTE) are between $230,000 and $250,000 (including bonus or commission).
• Equal opportunities for all employees and promotion of diverse talents.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees