Head of Customer Success

GSTV•New York, NY

About The Position

We are seeking a Head of Customer Success to build and lead GSTV's Customer Success function and drive the next phase of post-sale growth across priority advertisers, agencies, and strategic accounts. Reporting to the Chief Revenue Officer, this leader will own the Customer Success operating model, account planning cadence, customer health, renewal and expansion discipline, and the evolution from support-oriented account management to proactive, revenue-driving customer partnership. The Head of Customer Success will stand up a formal, named function that is distinct from new-logo sales and from pure account coordination. This leader will establish the structure, roles, handoffs, hiring profile, playbooks, commercial KPIs, and operating cadence required to help sellers spend more time in market while Customer Success owns the full post-sale lifecycle: onboarding, education and enablement, performance reviews / QBRs, renewals, upsell, cross-sell, and expansion planning. This is a high-accountability role for a hands-on, commercially oriented leader who can both build the function and step directly into GSTV's most important accounts. The right candidate combines executive customer presence, media / ad tech fluency, data-driven storytelling, account growth experience, and the ability to coach a team while personally driving strategic account outcomes in the top-account pilot and beyond.

Requirements

Proven track record building or scaling Customer Success, Account Management, Client Success, or post-sale commercial teams
Demonstrated success growing revenue within existing customer relationships through renewals, upsell, cross-sell, product adoption, account planning, and executive stakeholder engagement
Experience personally leading strategic customer relationships and stepping into complex accounts to improve performance, deepen relationships, and unlock growth
Strong understanding of advertising sales, agency / advertiser dynamics, media buying, retail media, measurement, programmatic, campaign performance, and customer value storytelling
Experience establishing operating cadence, team goals, role clarity, customer health processes, QBR standards, renewal discipline, and account planning routines
Strong people leadership experience, including hiring, coaching, performance management, team development, and building a culture of accountability
Strong analytical and commercial judgment with the ability to connect Customer Success activity to retention, expansion, product adoption, profitability, revenue growth, and enterprise value
10+ years of progressively responsible experience in Customer Success, Account Management, Client Services, Strategic Accounts, Sales Leadership, Commercial Leadership, media sales, ad tech, retail media, programmatic, or digital advertising, including significant people leadership experience.
BA/BS degree or equivalent professional experience.

Nice To Haves

Experience in DOOH, retail media, ad tech, media networks, CTV, digital video, location-based media, programmatic advertising, or other technology-enabled advertising platforms
Existing relationships or strong fluency with senior advertisers, agencies, holding companies, retail media buyers, DSPs, SSPs, and agency trading desks
Experience operating in a transformation, performance improvement, private equity-backed, lender-sensitive, or high-change environment
Experience using Salesforce, Tableau, Power BI, or similar commercial / Customer Success platforms
Experience designing Customer Success compensation approaches tied to customer outcomes, retention, net revenue expansion, product adoption, or renewal performance
Experience partnering with Product, Measurement, Data, Insights, Revenue Operations, Finance, Commercial Enablement, and executive leadership to improve go-to-market effectiveness

Responsibilities

Define and lead GSTV's Customer Success strategy as a strategic growth function, not an administrative support model
Build the customer success operating model across onboarding, education, campaign performance management, QBRs, renewal management, upsell, cross-sell, and account expansion
Create clear role definitions, handoffs, decision rights, coverage expectations, and account ownership between Sales, Customer Success, Account Management, Commercial Enablement, Product, Insights, Operations, and Revenue Operations
Design the roadmap from initial account management / administrative relief to mature Customer Success with renewal ownership, growth targets, and client strategy planning
Partner with commercial leadership to align Customer Success coverage with segmentation, account potential, priority verticals, agency relationships, and FY planning needs
Serve as the executive Customer Success lead for GSTV's most important advertisers, agencies, and strategic accounts
Run or co-lead the top-account pilot, beginning with the top 5 to 10 accounts and scaling the model as lessons are proven
Develop account plans that map customer annual planning calendars, decision-makers, buying centers, event-based campaigns, budget moments, product needs, and growth opportunities
Partner with sellers in major customer meetings to bring customer context, product / measurement fluency, QBR discipline, and data-driven upsell storytelling
Drive larger commitments, renewals, expansions, new use cases, incremental product adoption, and broader buying center penetration across existing accounts
Own the Customer Success management cadence for account health, adoption, campaign performance, renewal risk, expansion opportunity, and executive engagement
Develop practical mechanisms for customer health scoring, risk identification, mitigation planning, win-back / recovery plans, and renewal readiness
Define renewal and expansion processes in partnership with Sales, Finance / Revenue Operations, and commercial leadership
Establish QBR / EBR standards that connect GSTV's audience, context, measurement, retail media, programmatic, and outcome capabilities to client business priorities
Translate campaign performance, measurement, closed-loop outcomes, insights, and product capabilities into compelling customer growth narratives
Build, hire, develop, and retain a high-performing Customer Success team with the right mix of strategic account leadership, commercial judgment, product knowledge, analytical capability, and client presence
Determine the required CSM profiles and seniority levels as segmentation and coverage priorities are finalized
Coach Customer Success leaders and frontline CSMs on account strategy, executive engagement, value-based communication, QBRs, renewal planning, and expansion identification
Set clear goals, expectations, portfolio assignments, capacity assumptions, KPIs, accountability routines, and performance management standards
Create a culture of proactive ownership, commercial urgency, customer advocacy, cross-functional execution, and measurable business impact
Partner with Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Marketing, Finance, and Revenue Operations to improve how GSTV shows up with priority customers
Build team-selling routines so sellers are supported by Customer Success, product, measurement, insights, and data resources in critical customer moments
Create the tools, playbooks, dashboards, meeting cadences, and escalation paths required to operate Customer Success with consistency and discipline
Bring structured voice-of-customer insights back into product, measurement, packaging, pricing, sales enablement, and commercial planning decisions
Help improve seller productivity by moving post-sale administration and account management responsibilities into a scalable Customer Success model