Director of Customer Success

This is a fully remote position, open to applicants in China.

📋 Description

• Recruit, manage, and provide support to a team of Customer Success Managers.

• Equip the team with necessary tools, processes, and strategies to enhance client success and optimize revenue.

• Enhance team performance, boost client engagement, and drive business growth through effective relationship management, performance optimization, and process improvements.

• Collaborate with the sales and AdOps teams to increase current revenue by engaging clients to identify and achieve their business goals.

• Ensure client satisfaction as they integrate with Bidease’s platform.

• Provide training to clients on how to use Bidease, including DSP strategies and optimization techniques.

• Act as a dedicated Customer Success Manager for top-tier clients.

• Collaborate closely with AdOps and sales teams to boost revenue and improve client campaign outcomes.

• Assist in the hiring and onboarding process for new Customer Success Managers.

• Mentor CSMs and facilitate their continuous skill development.

• Guide CSMs in their communication with clients through emails, Slack messages, presentations, and calls.

• Monitor account health metrics such as revenue growth, KPIs, and margins, addressing potential risks to enhance retention and expansion within the Chinese market.

• Support the preparation for and involvement in critical client meetings, including Test Wrap-ups, QBRs, and ABRs.

• Develop and implement scalable processes to enhance client engagement and retention.

• Refine presentation templates, establish best practices, and promote data-driven storytelling.

• Conduct performance reviews with the CSM team.

• Promote knowledge sharing and continuous skill enhancement.

⛳️ Requirements

• Experience in advertising technology or a related industry.

• Over 6 years of experience in a DSP/programmatic work environment.

• More than 3 years of experience in people management.

• Ability to quickly adapt to a rapidly evolving technological landscape.

• Capacity to excel in a fast-paced digital environment.

• Exceptional written and verbal communication, organizational, and time management skills.

• A strong passion for driving higher levels of growth and development with Bidease.

• Ability to assist, manage, and respond to clients' needs while handling complaints in a concise and respectful manner.

• Comfortable managing multiple clients and accounts simultaneously across various industries.

• Proficient in analyzing and interpreting substantial data sets.

• Fluency in speaking, reading, and writing in English.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health benefits package.

• Collaborative and inclusive work environment.