SVP, Customer Success

Accountabilities:

You will lead the end-to-end Customer Success organization with a focus on revenue growth, retention, and operational excellence across a global publisher base.

• Own expansion strategy across the customer portfolio, driving upsell and cross-sell initiatives that maximize publisher revenue through adoption of full platform capabilities.


• Partner with technical and yield teams to design and execute scalable optimization strategies that improve monetization performance across programmatic channels.


• Establish proactive churn prevention frameworks, identifying at-risk accounts early and driving structured intervention strategies to protect and grow revenue.


• Serve as the final escalation point for complex, high-stakes publisher issues, ensuring resolution with technical depth and executive presence.


• Define operational standards and team structure to elevate technical capability within Customer Success and reduce escalation dependency.


• Lead cross-functional alignment with engineering, product, onboarding, and support teams to eliminate friction and improve customer lifecycle execution.


• Represent the organization in strategic publisher engagements, including executive-level relationship management and periodic customer visits.

Requirements

You bring extensive leadership experience in customer success or post-sales organizations within ad tech or similarly complex technical ecosystems, combined with strong commercial and technical acumen.

• 7 to 10+ years of experience in senior customer success, post-sales leadership, or executive operational roles, ideally within ad tech or programmatic advertising.


• Deep understanding of programmatic ecosystem concepts including header bidding, ad serving systems, supply path optimization, and yield management principles.


• Proven ability to design and execute revenue expansion and retention strategies that deliver measurable financial impact.


• Strong leadership experience managing multi-layer teams, including directors and senior managers in technical or hybrid organizations.


• Ability to translate complex technical concepts into clear business insights for both technical and non-technical stakeholders.


• Excellent communication and executive presence with experience handling enterprise-level client relationships.


• Strong analytical mindset with the ability to connect performance data to strategic customer outcomes.

Benefits:

• Competitive executive-level compensation package


• Comprehensive health, dental, and vision coverage


• Remote-first working environment with flexibility


• Opportunity to lead and scale a high-impact global customer success organization


• Exposure to top-tier enterprise publishers in a fast-moving ad tech ecosystem


• Strong cross-functional collaboration with engineering, product, and revenue teams


• Leadership role with significant strategic influence and ownership

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