Senior Director, Customer Success

The Customer Success Senior Director (CSSD) is responsible for managing and growing strategic accounts by working with client engineering, product operations, and commercial teams to understand and implement an ever growing set of use cases. The CSSD manages the day to day client interactions to ensure they receive the highest value from the InfoSum platform and are always engaged. The CSSD is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts.

Core Responsibilities:

  • Drive day-to-day interactions with a defined set of partners
  • Act as the clients go-to advocate and navigate internal processes at InfoSum and the client to provide the best outcome for the client
  • Execute on delivering valuable outcomes for our clients through thought leadership and collaboration
  • Deliver analytical insights to the client by providing actionable recommendations
  • Track performance and success of platform use to ensure InfoSum is driving towards the best possible outcome for the client / their partners
  • Create and establish go-to-market plans for the account and each of its multiple use cases
  • Plan and execute QBRs and regular meeting cadences
  • Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
  • Strategically prioritizing client retention and ways to reduce churn of accounts across all portfolios
  • Confidently managing senior stakeholder relationships (both internal and external)
  • Working with our Sales teams to help close deals
  • Strategically develop client engagement of the InfoSum platform
  • Being a senior ambassador of InfoSum with clients
  • Additional responsibilities as and when required by the business

Requirements

  • Proven Experience working in ad-tech
  • Strong understanding of how data and identity is activated in the digital media ecosystem
  • Clear written and oral communicator with emphasis on precision
  • Demonstrable and consistent track record of successfully growing complex partnerships
  • Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
  • An organized self-starter that can diversify their skill set to meet business priorities
  • Excellent interpersonal and customer-facing skills
  • Being able to educate colleagues in new ways of working and sharing best practices on how to engage and retain clients
  • A high level of curiosity and willingness to understand complex solutions designed to service customer needs
  • Strong understanding and ability to support Sales teams to bring deals to a close
  • Commercial knowledge on how to grow clients
  • Working autonomously and independently with a strong understanding of how to deliver success

Additional “nice To Have” Skills

  • Experience working with a range of ad-tech platforms (LiveRamp, DV360, FreeWheel, Meta, The TradeDesk etc)
  • Experience working in data
  • Experience working with existing clients

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