Director, Customer Success Employment Type: Full-Time
Location: Hybrid in VA or NY (U.S.-Based Applicants Only)
ABOUT THE ROLEWe are looking for a dynamic, data-driven, and charismatic candidate to fill our Director of Customer Success in the East Coast. Successful candidates will advise executive leadership on strategies to grow and retain Pixalate's customers and partners, as well as serve as a leader for other members of the Customer Success team. This candidate will also establish and maintain active relationships with clients through regular and consistent engagement, demonstrating deep market knowledge and programmatic expertise.
RESPONSIBILITIES- Work with the executive team in setting a strategy to drive customer engagement, growth, and retention with a focus on churn reduction and client advocacy.
- Own and manage key client relationships across Pixalate's client roster, particularly those operating in the programmatic ecosystem such as major sell-side platforms ("SSPs"), demand-side platforms ("DSPs"), ad exchanges, agencies, and publishers.
- Guide the customer to achieve their business goals and to address concerns when it comes to ad fraud prevention and privacy compliance.
- Employ a data-driven approach to monitoring customer engagement metrics, team KPIs, and account health to identify risk and to take decisive next steps..
- Understand the competitive landscape, new industry developments, and standards
- Collaborate with other teams including Sales and Marketing to create and optimize strategies for upsell and cross-sell opportunities.
QUALIFICATIONS- BA/BS degree in technical, business, or other related fields (or equivalent experience)
- 4+ years experience in client-facing customer success, technical account management, and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
- Advanced experience in creating strategies, guidelines, and objectives to drive customer engagement, growth, and retention
- How to lead a high-performing customer success team with proven performance and revenue goal achievements
- Understand Invalid Traffic (IVT) and viewability in the context of digital advertising
- Expertly understand the programmatic digital advertising to communicate client requests to Pixalate's technical teams and to provide client guidance
- Differences and similarities among digital advertising channels (e.g., desktop, mobile web, in-app mobile, and OTT/CTV in the context of display, video, and native advertising).
- How to translate insights from Pixalate's product suite into ROI and operational client recommendations
- Expert communication skills and the ability to hold C-level customer conversations that drive business opportunities.
- Understanding of digital media ecosystem terminology and ad operations tools and practices (e.g., campaign optimization, javascript, tagging, cookie, macros, and platforms)
BENEFITSHealth & Wellbeing- Medical, dental, and vision insurance - 100% of employee premiums covered by Pixalate, 50% for dependents
- Generous parental leave and maternity leave
- Unlimited PTO
Financial- 401(k)
- Employee referral bonus program
- Monthly internet reimbursement
Work Style- Remote-first - work from the DC or NY metro area
- Casual, flexible work environment
- Annual team events
- Clear path to sales leadership as Pixalate's team grows
- International and Domestic Travel
