Director of Customer Success

FULLTHROTTLE

About The Position

fullthrottle.ai's Channel Partnership business is built on deep relationships with major broadcast and radio media organizations, giving us reach into thousands of local and regional advertiser accounts through a co-sell motion between our Performance Strategist team and each partner's seller network. This Director role leads and builds the CS function for that entire line of business: managing a team of Customer Success Managers across partner markets, owning the health and retention of the advertiser portfolio, and holding the relationship with our media partners at the operational and leadership level. This role will report to the EVP of Customer Success.

Requirements

8+ years in customer success, account management, or media partnership roles, with at least 3 years managing a team.
Experience working within or alongside a channel or co-sell model, managing CS through a third-party seller relationship rather than directly with the end advertiser.
Strong command of campaign performance data and attribution metrics, with the ability to translate performance narratives for both advertiser and partner seller audiences.
Track record of building and holding a team accountable to retention and expansion targets in a performance-oriented environment.
Experience managing up with senior partner stakeholders: comfortable in QBR settings, able to represent fullthrottle.ai's value at the director level.
Comfort operating in a platform-native environment. This role requires active use of the FT platform for account monitoring, reporting, and team oversight.
Strong judgment on when to escalate, when to resolve, and when to let CSMs lead.

Nice To Haves

Direct experience with broadcast, radio, or local TV media companies and their advertising sales structures and seller incentive models.
Familiarity with programmatic advertising, first-party audience targeting, and transaction-level attribution (SafeMatch or equivalent closed-loop measurement).
Experience building a CS function or playbook from scratch in a high-growth environment where the operating model was not yet defined.
Player-coach experience, including managing a team while carrying some direct account relationships or operational responsibilities.

Responsibilities

Lead and develop the CS team aligned to partner markets. Set performance expectations, own hiring, coach on execution and narrative, and run a weekly market review covering at-risk accounts, expansion, and seller escalations.
Hold the institutional relationship with media partner leadership. Own QBRs, resolve escalations before they become relationship problems, and maintain a working understanding of each partner's internal priorities and seller incentive structures.
Own retention rate, revenue at risk, campaign performance, and expansion pipeline across all active partner markets. Define benchmarks, own the at-risk review process, and report to the EVP on a defined cadence.
Set retention targets by market, own the renewal framework, and partner with Platform Success to identify and pursue growth opportunities within the portfolio. CSMs deliver the conversation; you ensure it is happening at the right accounts at the right time.
Define and document the Channel Partnership CS operating model: seller onboarding sequence, MBR format, at-risk protocol, renewal process, and escalation paths. Lead the CS org go-live for this LOB on August 1, 2026.
Partner with PS on POD alignment and joint go-to-market strategy. Work with Finance on forecasting and renewal modeling. Represent the Channel Partnership LOB in CS leadership.
Work closely with the Platform Success team on portfolio-level analytics, expansion narratives, and at-risk account briefs. Ensure Platform Success is engaged on the right accounts at the right moments.
Partner with the EVP of Customer Success and cross-functional leadership on strategic initiatives, org-level priorities, and CS programs that extend beyond day-to-day account management.
Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies relevant to our partners and the advertisers they serve.
Provide feedback to product teams to influence the roadmap based on client needs and industry trends surfaced from the Channel Partnership portfolio.