Location: NYC Our client, a media and ad tech company operating in the DOOH, retail media, and data-driven advertising space, is seeking a Head of Customer Success to build and lead its Customer Success function and drive post-sale growth across priority advertisers, agencies, and strategic accounts. Reporting to the Chief Revenue Officer, this leader will own the Customer Success operating model, account planning, customer health, and renewal/expansion discipline — evolving the function from support-oriented account management into proactive, revenue-driving customer partnership. Define and lead Customer Success as a strategic growth function, building the operating model across onboarding, education, campaign performance management, QBRs, renewals, upsell, cross-sell, and account expansion Establish role definitions, handoffs, decision rights, and account ownership across Sales, Customer Success, Account Management, Product, Insights, and Revenue Operations Serve as the executive Customer Success lead for the company's top advertisers, agencies, and strategic accounts; run the top-account pilot (initially 5–10 accounts) and scale the model based on results Develop account plans mapping decision-makers, buying centers, budget moments, and growth opportunities; partner with sellers in major customer meetings to drive renewals, expansions, and incremental product adoption Own customer health scoring, renewal-risk identification, and expansion processes in partnership with Sales and Finance/Revenue Operations; establish QBR/EBR standards connecting product and measurement capabilities to client priorities Build, hire, and lead a Customer Success team (CSM profiles, seniority mix, portfolio assignments, KPIs, coaching, performance management) Partner cross-functionally with Sales, Product, Insights, Technology, and Finance to build team-selling routines, playbooks, dashboards, and escalation paths; feed voice-of-customer insights into product, pricing, and commercial planning Requirements 10+ years in Customer Success, Account Management, Client Services, Strategic Accounts, or Sales/Commercial Leadership within media sales, ad tech, retail media, programmatic, or digital advertising Proven track record building or scaling a Customer Success/Account Management/post-sale commercial function Demonstrated success growing revenue in existing accounts through renewals, upsell, cross-sell, and executive stakeholder engagement Experience personally leading strategic customer relationships and stepping into complex accounts to improve performance and unlock growth Strong understanding of advertising sales, agency/advertiser dynamics, media buying, retail media, measurement, and programmatic Experience establishing operating cadence, customer health processes, QBR standards, and renewal/account planning routines People leadership experience: hiring, coaching, performance management, and team development Preferred
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