Customer Success Director Jobs

About The Position

Requirements

• 8+ years of experience in Customer Success or Account Management within the AdTech/MarTech space.
• At least 5 years managing distributed global teams.
• Deep understanding of the mobile programmatic ecosystem, the nuances of cross-device marketing efforts, and the technical requirements of high-performance UA.
• Proven ability to transition a CS team from a "reactive/support" mindset to a "proactive/consultative" revenue engine.
• Experience partnering with RevOps to build forecasting models and account planning frameworks that drive predictable NRR.
• A track record of using client data to influence product roadmaps and successfully expanding a company's addressable market through feature innovation.
• Exceptional executive presence; able to act as a peer and strategic advisor to C-level stakeholders at the world's largest mobile-first brands.

Responsibilities

• Own the retention of RZR Global's $xxxM topline revenue, maintaining a global churn rate of ≤xx%.
• Implement a tiered, consultant-led account planning strategy for high-value accounts to drive an average of xx% SOW growth per quarter.
• Act as the commercial lead for new product launches within the existing client base, ensuring xx.x% of total global revenue is generated from new product innovations.
• Partner with the Sales organization to ensure newly acquired clients in the non-gaming sector are onboarded effectively, contributing to xx% total revenue from these categories.
• Standardize a global onboarding process that achieves ≥xx% launch accuracy and reduces launch cycle time to ≤x business days.
• Maintain a <x% variance between forecast and actual revenue by enforcing 100% tracking of Account Plans and Quarterly Business Reviews (QBRs) for all Tier 1 and Tier 2 accounts globally.
• Use client health data and performance metrics to identify Product-Market Fit (PMF) and saturate the current addressable market.
• Serve as the primary "Voice of the Customer" to the Product and Ops teams, providing systematic feedback on client churn or stalls to identify feature sets or technical requirements for expanding PMF.
• Implement a global "At-Risk" monitoring system with a documented intervention playbook and executive-level support.
• Drive 100% adoption of a global coaching cadence, training regional leads in strategic account coaching.
• Create and maintain a recurring Enablement Cadence for the global CS team, documenting 100% of revenue workflows and roles.
• Oversee the hiring and ramping of xx key roles globally, ensuring ramp to full productivity within 90 days following a codified global onboarding standard.