Director of Customer Success

Pixalate, Inc. • New York, NY

7d • Remote

About The Position

Pixalate is seeking a dynamic, data-driven, and charismatic Director of Customer Success to advise executive leadership on strategies to grow and retain customers and partners, and to lead and develop the Customer Success team. The role builds and maintains active relationships with key clients through regular engagement, applying deep market knowledge and programmatic expertise.

The Director partners with executive leadership to advance customer engagement, growth, retention, churn reduction, and client advocacy. The position owns key client relationships across the programmatic ecosystem, guides customers toward business goals, and addresses concerns related to ad fraud prevention and privacy compliance. It uses customer engagement metrics, team KPIs, and account-health data to identify risks and determine next steps, while staying current on competition, industry developments, and standards. The role also works with Sales and Marketing on upsell and cross-sell strategies.

Pixalate is an online trust and safety platform that protects businesses, consumers, and children from deceptive, fraudulent, and non-compliant mobile, CTV apps, and websites. The team includes lawyers, data scientists, engineers, economists, and researchers, with a global presence including California, New York, Washington, DC, London, and Singapore. The role is full-time and described as remote-first, working from the DC or NY metro area, with international and domestic travel.

Requirements

• BA/BS degree in a technical, business, or related field, or equivalent experience.
• At least 4 years of experience in client-facing customer success, technical account management, and/or technical sales at an SSP, DSP, exchange, advertiser, agency, publisher, ad network, or other digital advertising technology vendor.
• Advanced experience creating strategies, guidelines, and objectives that drive customer engagement, growth, and retention.
• Proven record of owning a book of business and consistently meeting retention, growth, and revenue goals.
• Deep understanding of Invalid Traffic (IVT) and viewability in digital advertising.
• Expert knowledge of programmatic digital advertising, including the ability to translate client requests for technical teams and provide strategic client guidance.
• Strong grasp of similarities and differences among digital advertising channels, including desktop, mobile web, in-app mobile, and OTT/CTV across display, video, and native advertising.
• Ability to translate insights from Pixalate’s product suite into ROI-focused, operational client recommendations.
• Expert communication skills and ability to hold C-level customer conversations that drive business opportunities.
• Understanding of digital media terminology and ad operations tools and practices, including campaign optimization, JavaScript, tagging, cookies, macros, and platforms.

Responsibilities

• Partner with the executive team to set strategies that drive customer engagement, growth, and retention, focusing on churn reduction and client advocacy.
• Own and manage key client relationships across Pixalate’s client roster, particularly in the programmatic ecosystem, including SSPs, DSPs, ad exchanges, agencies, and publishers.
• Guide customers toward their business goals and address concerns about ad fraud prevention and privacy compliance.
• Monitor customer engagement metrics, team KPIs, and account health using a data-driven approach; identify risks and take decisive next steps.
• Stay current on the competitive landscape, new industry developments, and standards.
• Collaborate with Sales and Marketing to build and optimize upsell and cross-sell strategies.
• Lead and develop the Customer Success team.
• Advise executive leadership on strategies to grow and retain customers and partners.
• Build and maintain active relationships with key clients through regular and consistent engagement.

Benefits

• Medical, dental, and vision insurance, with 100% of employee premiums covered and 50% of dependent premiums covered.
• Generous parental leave and maternity leave.
• Unlimited PTO.
• 401(k).
• Employee referral bonus program.
• Monthly internet reimbursement.
• Casual, flexible work environment.
• Annual team events.
• Clear path to senior leadership as the team grows.
• International and domestic travel.

What This Job Offers

• Job Type: Full-time
• Career Level: Director