Confidential Looking for Vice President of Customer Success at United States Full Time

The VP of Customer Success leads a team responsible for the day to day success of our clients, while working closely across all divisions and functions internally within the company to support the success of our clients. We seek a seasoned leader capable of guiding our promising team members through the early to mid stages of their careers.

Essential Functions:

• Partner with executive leadership to drive success in establishing Customer Success as a key corporate competency and pillar of strength for the company.
• Responsible for client retention and identifying additional opportunities with existing clients
• Executes strong customer advocacy with the willingness to engage directly with customers and build relationships with key decision makers, including those at the C-level.
• Leads, expands, and mentors the team by setting their strategy, goals and objectives
• Develops a strong strategic vision for the customer experience, professional services, and customer support, combined with a Product and Sales mindset
• Builds strategic relationships across multiple stakeholders within the corporate client or channel account to ensure alignment with business goals
• Drives strategy to ensure measurable customer success, retention and expansion opportunities
• Monitors the profitability of clients
• Drives new incremental revenue by working with the team to upsell new units and ad formats with existing clients
• Works closely with Product team to provide customer feedback that informs future product developments and effectively bring those innovations to bear for optimal customer success
• Oversees the management all partnerships (exclusive and network), to get them properly set up and assist with questions
• Provides the sales team with partnered website’s analytics and support for ad unit or custom execution capability inquires
• Work closely with the Sales and Yield teams to maximizing advertiser opportunities across existing clients
• Ensures projects are completed in a timely manner
• Implements organizational KPIs and measurement criteria to effectively manage high performance across the team
• Effectively rolls out newly available commercial solutions to partners.
• Grows and coaches team members and focuses on the employees experience and engagement

Qualifications

• Bachelor’s degree in related field or equivalent. MBA valued, but real-life experience is preferred
• 5 to 8 years’ experience in digital advertising
• 5+ years of management/supervisory experience to lead, mentor, and develop the team to their full potential.
• Highly organized with an acute attention to detail and ability to multitask.
• Very analytical with an ability to turn data into insights
• Proven track record of successfully managing complex relationships and cultivating lasting business improvement through these relationships
• Proven track record of navigating challenging situations in order to ensure client success
• Experience and demonstrated ability to grow, lead and develop a high performing organization
• Thorough knowledge of digital publishers, advertising technologies and the overall advertising industry landscape
• Exceptional verbal and written communication skills as well as interpersonal skills
• High throughput.
• Self-sufficient and a natural self-starter with a strong bias towards action and a work reputation as someone who gets things done