Role OverviewThe Senior Director of Global Customer Success (CS) at RZR Global is the executive guardian of our global revenue base and the chief architect of our client expansion strategy. As RZR Global marches toward its vision of becoming a
top-5 marketing platform in the world, this role is responsible for transforming our global Growth and Account Management functions into a high-performance, consultant-minded engine. This is a
Revenue Leadership mandate. You are responsible for protecting a global topline revenue base of
$xxxM while simultaneously identifying and capturing expansion opportunities within our most valuable accounts.
Reporting directly to the CRO, you will lead the Growth/ Account Management teams across the Americas, EMEA, and APAC. Your mission is two-fold: Operational Excellence and Strategic Growth. You will ensure that every new client experience begins with a "First-Time-Right" launch and evolves into a long-term partnership characterized by increasing Share of Wallet (SOW) and successful cross-selling of new product offerings. You will be the primary advocate for our clients, translating global market sentiment into actionable product feedback that maximizes our Total Addressable Market (TAM).
Success in this role is defined by a rigorous commitment to Net Revenue Retention (NRR). You will maintain a
between forecast and actual revenue by institutionalizing deep account planning and standardized coaching cadences. We are looking for a leader who values systems over heroics-someone who can document a global playbook for success that ensures no client is left behind and no revenue is left on the table.
Key Responsibilities
1. Revenue Retention & Strategic Growth
- Global Revenue Protection: Own the retention of RZR Global's $xxxM topline revenue. Success is defined by maintaining a global churn rate of ≤xx%, ensuring the stability of our foundational business.
- Share of Wallet (SOW) Expansion: Implement a tiered, consultant-led account planning strategy for high-value accounts. Your mandate is to drive an average of xx% SOW growth per quarter by identifying untapped potential within existing client portfolios.
- New Product Adoption: Act as the commercial lead for new product launches within the existing client base, ensuring that xx.x% of total global revenue is generated from our latest product innovations.
- Non-Gaming Category Support: Partner with the Sales organization to ensure that newly acquired clients in the non-gaming sector (Fintech, E-commerce, Social Discovery) are onboarded effectively, contributing to the goal of xx% total revenue from these categories.
2. Operational Rigor & Product Feedback Loop
- "First-Time-Right" Launch Excellence: Standardize a global onboarding process that achieves ≥xx% launch accuracy. You will be responsible for reducing the launch cycle time to ≤x business days, ensuring immediate time-to-value for our clients.
- Forecast Integrity & Governance: Maintain a between forecast and actual revenue. You will achieve this by enforcing 100% tracking of Account Plans and Quarterly Business Reviews (QBRs) for all Tier 1 and Tier 2 accounts globally.
- TAM Maximization & PMF Feedback Loop:
- Current PMF Maximization: Use client health data and performance metrics to identify where RZR Global has the strongest Product-Market Fit (PMF), ensuring we saturate our current addressable market.
- Strategic Expansion Feedback: Serve as the primary "Voice of the Customer" to the Product and Ops teams. You will provide systematic feedback on why clients churn or stall, identifying the specific feature sets or technical requirements needed to expand our PMF into new segments of the TAM.
- "At-Risk" Management: Implement a global "At-Risk" monitoring system. You must ensure that every account showing signs of decline is met with a documented intervention playbook and executive-level support where necessary.
3. Global Leadership, Scaling & Enablement
- Standardized Manager Coaching: Drive 100% adoption of a global coaching cadence. You will train regional leads to move beyond "tactical troubleshooting" and toward "strategic account coaching," focusing on client business outcomes rather than just campaign metrics.
- Enablement & Workflow Documentation: In conjunction with Product and Ops, create and maintain a recurring Enablement Cadence for the global CS team. You are responsible for documenting 100% of revenue workflows and roles to ensure there are zero ownership gaps during the Sales-to-CS handoff or during regional transitions.
- Global Team Scaling: Oversee the hiring and ramping of xx key roles globally. You must ensure that these hires are ramped to full productivity within 90 days, following a codified global onboarding standard.
Required Skills / Experience
- Executive CS Leadership: 8+ years of experience in Customer Success or Account Management within the AdTech/MarTech space, with at least 5 years managing distributed global teams.
- Programmatic & Technical Fluency: Deep understanding of the mobile programmatic ecosystem, the nuances of cross-device marketing efforts, and the technical requirements of high-performance UA.
- Consultant-Minded Strategist: Proven ability to transition a CS team from a "reactive/support" mindset to a "proactive/consultative" revenue engine.
- Operations & Systems Thinker: Experience partnering with RevOps to build forecasting models and account planning frameworks that drive predictable NRR.
- Product Influence: A track record of using client data to influence product roadmaps and successfully expanding a company's addressable market through feature innovation.
- Communication & Presence: Exceptional executive presence; able to act as a peer and strategic advisor to C-level stakeholders at the world's largest mobile-first brands.
