SVP, Client Success

Cadent•New York, NY

2d•$275,000 - $385,000•Onsite

About The Position

Cadent ignites seamless connections between brands, publishers & consumers. Our predictive AI orchestrates outcomes on any platform customers are on, across any media they consume & at any stage of the journey. To learn more, please visit Cadent.com. As we scale in an increasingly competitive, AI-driven market, the client experience becomes a critical differentiator. To win, we must evolve into a unified, end-to-end client experience that drives measurable business outcomes. Leveraging trust, Cadent can strengthen the entire client servicing journey, by integrating our pre- and post-sales processes, elevating service models, and creating more cohesive client excellence from pitch to post. Cadent is seeking a visionary Senior Vice President of Client Success to lead our linear and digital client-facing organization across managed- and self-serve, unify our service models, and drive unparalleled client value. From Media Planning to Account Management to Creative Services, the Senior Vice President of Client Success will own the entire client journey pre- and post-sale, responsible for retention, renewal, expansion, and satisfaction. As a member of the senior leadership team and reporting into the Chief Operating Officer, this role will build a cohesive strategy that bridges platform adoption with managed services performance, acting as a strategic partner to our clients. This role demands a blend of analytical rigor, Ad Tech expertise, and top-tier leadership skills. This role will also work in close partnership with Sales and Sales Strategy & Solutions but is distinctly accountable for pre- and post-sale client value - including retention, expansion, and long-term client health. It also plays a critical role in aligning Product, Engineering, and Go-to-Market (GTM) teams around a shared understanding of client needs and outcomes. This leader will guide a large team of talented associates to ensure clients get the simplest, smartest, and most outcome-driven experience, whether they rely on Cadent to run full-funnel media or operate in self-serve through our platform. The Senior Vice President of Client Success will unify these models under a single client value narrative, elevate a high-performing team, and serve as a strategic executive partner to our clients. This role is for someone who can transform a team into business growth, enhance our clients’ results, reinforce Cadent’s story, and scale a Client Success organization that reflects Cadent’s mission to be the leader in predictive advertising. Ultimately, Cadent is looking for someone who is excited by the role and has a vision for where and how Client Success should evolve and modernize into Cadent’s future.

Requirements

15-20+ years of leadership experience in Sales, Client Success, Client Services, or Account Management within the Ad Tech industry.
Experience leading large teams through periods of rapid growth and ambiguity.
Proven expertise in managing both high-touch media performance / managed services teams and self-serve platform consultation.
Strong background in programmatic advertising, data-driven marketing, and performance storytelling.
Extensive history of collaborating with Product and Engineering teams to translate business requirements into scalable platform features.
Ability to transform and manage change in a dynamic and fast-paced environment; support complex business dynamics and drive efficiencies through process improvements and automation.
Builder and continuous improvement mindset who can create or optimize systems, playbooks, onboarding, and scalable frameworks.
Executive presence capable of driving strategic partnerships with key client leadership.
Expert at communicating the big picture up and down the organization and is comfortable working in a constantly changing environment with a problem-solving leadership style.
Exceptional interpersonal skills and the ability to build strong relationships with partners in the organization.
Bring a sense of “fun” that inspires others and creates a healthy team environment.
Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Responsibilities

Build, mentor, and scale a high-performing organization of Media Planners (digital and linear), Account Managers, and Creative Designers.
Strengthen teams under a single client excellence vision and operating model.
Set clear goals, provide regular coaching, and manage the performance of team leaders.
Develop talent, build talent pipelines, and foster an environment which allows everyone to bring their best selves to work.
Establish career paths and empower associates and partners to act in the best interest of the client and company and regularly recognize contributions and accomplishments.
Drive the strategic, holistic rethinking and restructuring of the client journey, internal operations, technology stack, and organizational culture to move from a reactive, support-oriented model to a proactive, value-driven organization that accelerates long-term client value, in partnership with Sales, Product, and Engineering.
Develop and scale a unified Client Success strategy that aligns managed services and platform services and motions around retention, expansion, usage, and client health.
Create the framework for team to identify expansion opportunities based on daily agency interactions and performance.
Partner with Sales to identify and execute resell and upsell opportunities with eventual accountability for a revenue target.
Own and report on key client metrics to the executive team, with direct accountability for reducing churn and driving retention rates.
Lead account-specific QBRs (Quarterly Business Reviews), present performance data, value realization, opportunities for growth, and recommendations to expand partnership.
Partner closely with Sales, Product, and Marketing to establish and share voice of client (e.g., feature requests, usability issues, performance gaps).
Ensure feedback informs the product roadmap and that "selling with a retention focus" is instilled throughout the organization.
Define and optimize the end-to-end client lifecycle, including onboarding, delivery, reporting, renewal, and develop execution-based playbooks utilizing a combination of technology, automation, and process improvements.
Drive the strategic narrative that connects our identity graph, audience data (1P/2P/3P), and measurement to real revenue outcomes for clients.
Cultivate a supportive and high-performance culture by modeling organizational values, providing regular constructive feedback, and implementing recognition programs that celebrate both behaviors and results.

Benefits

Inclusive health, dental, and vision plans built to support diverse lifestyles
Enhanced support for reproductive health, family planning, and new parents
Employer contribution to HSA
Voluntary Benefits: Pet Insurance, LegalEase Legal Assistance, Critical Illness, Hospital Indemnity, and Accident coverages
Generous and inclusive paid parental leave
Mental health support and Employee Assistance Program (EAP)
Free access to the Calm App
Monthly Wellness reimbursement
Special discounts through LifeMart and Plum Benefits
Flexible Time Off (FTO) policy and company breaks
11 observed Federal holidays
Summer Fridays between Memorial Day and Labor Day
Employee Resource Groups that foster connection and community
DEI programming and initiatives
Company-sponsored events to bring employees together
Offices across the U.S., including Manhattan, Philadelphia, and San Jose
401(k) participation with discretionary employer match
Life, Short-term, and Long-term Disability coverage
Cell phone and WiFi stipend
Pre-tax commuter benefits
Access to certified financial coaches and planning tools