Senior Director of Global Customer Success

KIMARU Talent•San Francisco, CA

26d

About The Position

The Senior Director of Global Customer Success will lead the Growth and Account Management teams across the Americas, EMEA, and APAC, reporting directly to the CRO. The role is accountable for protecting and growing the company’s global revenue base, including reducing churn, increasing share of wallet, and driving adoption of new products. The position may be filled at the Senior Director or VP level depending on experience. The leader will support expansion beyond gaming into fintech, e-commerce, and social, guide onboarding in those verticals, and establish a unified global onboarding process to improve campaign launch speed and accuracy. They will raise standards for forecasting, account plans, and QBRs for top-tier accounts; develop an early-warning system for at-risk accounts; and turn customer feedback into actionable input for Product and Operations. The role also includes coaching regional managers, documenting revenue workflows and roles, and leading global hiring so new team members ramp within 90 days. San Francisco is preferred, with Los Angeles a strong second choice. EMEA candidates with existing work authorization will also be considered. The role involves periodic travel to San Francisco and Los Angeles, along with approximately 10 on-site client QBRs annually. The environment is fast-paced and always-on during peak seasons. Compensation includes a competitive base, annual bonus, and equity in the operating company.

Requirements

Strength in at least two of the following three areas: functional experience, leadership, and ecosystem knowledge.
At least 8 years in Customer Success, Growth, or Account Management; AdTech or MarTech experience is preferred.
At least 5 years leading distributed global teams.
Deep understanding of mobile DSP/programmatic and performance user acquisition.
Execution-minded approach, with the ability to explain how to deliver outcomes, not only what outcomes are desired.
Executive presence with C-level stakeholders.

Nice To Haves

Experience in AdTech or MarTech.
San Francisco location; Los Angeles is also strongly preferred.
Existing work authorization for EMEA candidates.

Responsibilities

Own global revenue retention by reducing churn, growing share of wallet, and driving adoption of new products.
Guide onboarding for new non-gaming verticals, including fintech, e-commerce, and social.
Build a single global onboarding process so campaigns launch faster and more accurately.
Maintain high standards for forecasting, account plans, and QBRs for top-tier accounts.
Run an early-warning system for at-risk accounts.
Translate client feedback into clear input for Product and Operations.
Establish a consistent coaching rhythm for regional managers.
Document revenue workflows and roles.
Lead global hiring and ensure new team members ramp within 90 days.