SVP, Client Success

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Take ownership of the post-sale client experience encompassing Activation, Measurement, and Audiences.

• Oversee campaign and program execution, including onboarding, implementation, quality assurance, service levels, escalation management, capacity planning, workflow design, tooling, automation, delivery margin, cost-to-serve, and billing reconciliation.

• Manage client retention, renewal, expansion, account planning, lifecycle interactions, executive relationships, growth objectives, client feedback, financial data integrity, CRM maintenance, and forecasting.

• Create a cohesive client lifecycle with well-defined ownership and handoff processes.

• Establish and uphold metrics such as on-time delivery, client KPI achievement, cost-to-serve, client health, NPS, and NDR.

• Propel the adoption of tooling, automation, and production AI for reporting, quality assurance, insight generation, campaign troubleshooting, and account research.

• Set benchmarks for AI evaluation, quality control, and human discernment in client engagements.

• Personally oversee executive relationships for significant accounts and act as a reliable escalation point.

• Collaborate with Sales on client transitions and expansion initiatives.

• Integrate Account Management and Operations into a unified team with common objectives.

• Evaluate talent, enhance organizational structure, cultivate leaders, and ensure succession planning.

• Establish client work standards and mentor the team.

• Incorporate client perspectives into strategic planning, roadmaps, and pricing strategies.

• Convert insights from Operations and Account Management into actionable decisions for the company.

• Work in partnership with GMs of Activation, Measurement, and Audiences on client and P&L accountability.

⛳️ Requirements

• Proven experience in leading client-facing operations or account management at scale, with hands-on experience in the other area.

• Strong operational discipline, including forecasting, workflow design, data-driven processes, and service-level management.

• Proficient in applied AI, including implementing AI workflows within client-facing teams and assessing their outcomes.

• Extensive experience in managing senior client relationships and influencing cross-functional teams.

• Demonstrated experience in achieving or significantly impacting retention, renewal, or expansion objectives.

• Background in building a team, process, function, or service line from the ground up.

• Leadership experience, including managing at least one layer of managers or readiness to lead a management team.

• Experience in hiring and addressing performance issues.

• Approximately 8–12 years of experience in client-facing operations, account management, or customer success.

• At least 3 years of experience in team leadership.

• Strongly preferred: experience managing a team responsible for over $25M in annual revenue.

• Strongly preferred: background in adtech, martech, data, measurement, retail media, or agency-facing SaaS.

• Strongly preferred: experience serving both brands and agencies concurrently.

• Strongly preferred: familiarity with multi-product environments.

• Strongly preferred: experience navigating company transitions such as growth, acquisition, or professionalization.

🏝️ Benefits

• Competitive salary.

• Stock options.

• Flexible vacation policy.

• Medical insurance coverage.

• Dental insurance coverage.

• Flexible Spending Account (FSA) options.

• Company-matched 401(k) plan.

• Unlimited PTO (subject to reasonable use).

• Collaborate with talented colleagues and management.

• Participate in an Agile Development Program for ongoing learning and professional growth.

• Paid Paternity and Maternity Leave.

• Opportunity for bonuses and equity as part of the total rewards package.