Head of Customer Success

Job Summary We are seeking a Head of Customer Success to build and lead GSTV’s Customer Success function and drive the next phase of 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 cadence, customer health, renewal and expansion discipline, and the evolution from support‑oriented account management to proactive, revenue‑driving customer partnership. The Head of Customer Success will stand up a formal, named function that is distinct from new‑logo sales and from pure account coordination. This leader will establish the structure, roles, handoffs, hiring profile, playbooks, commercial KPIs, and operating cadence required to help sellers spend more time in market while Customer Success owns the full post‑sale lifecycle: onboarding, education and enablement, performance reviews / QBRs, renewals, upsell, cross‑sell, and expansion planning. This is a high‑accountability role for a hands‑on, commercially oriented leader who can both build the function and step directly into GSTV’s most important accounts. The right candidate combines executive customer presence, media / ad tech fluency, data‑driven storytelling, account growth experience, and the ability to coach a team while personally driving strategic account outcomes in the top‑account pilot and beyond. What success looks like: Customer Success function stood up with clear role definitions, handoffs, coverage model, operating cadence, hiring profile, and accountability mechanisms. Top‑account pilot launched with named Customer Success leads, clear account plans, shared Sales / CS targets, a cross‑functional support model, and learnings to scale to additional priority accounts. Revenue growth, renewal performance, net revenue expansion, product adoption, and account penetration improved across priority customers, verticals, channels, and offerings. Improved customer health visibility, proactive risk management, QBR / EBR consistency, and renewal readiness across strategic accounts. Stronger senior‑level relationships and multi‑threaded engagement with priority advertisers, agencies, holding companies, and strategic accounts. Improved seller productivity through tighter post‑sale ownership, reduced administrative burden, better team‑selling support, and clearer separation between new‑logo sales and existing‑account growth. Seamless alignment across Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Revenue Operations, Finance, and executive leadership. A higher‑accountability Customer Success culture focused on proactive client leadership, measurable customer outcomes, and revenue impact. Responsibilities Responsibilities include, but are not limited to: Customer Success Strategy and Function Build Define and lead GSTV’s Customer Success strategy as a strategic growth function, not an administrative support model Build the customer success operating model across onboarding, education, campaign performance management, QBRs, renewal management, upsell, cross‑sell, and account expansion Create clear role definitions, handoffs, decision rights, coverage expectations, and account ownership between Sales, Customer Success, Account Management, Commercial Enablement, Product, Insights, Operations, and Revenue Operations Design the roadmap from initial account management / administrative relief to mature Customer Success with renewal ownership, growth targets, and client strategy planning Partner with commercial leadership to align Customer Success coverage with segmentation, account potential, priority verticals, agency relationships, and FY planning needs Strategic Account Growth and Executive Customer Engagement Serve as the executive Customer Success lead for GSTV’s most important advertisers, agencies, and strategic accounts Run or co‑lead the top‑account pilot, beginning with the top 5 to 10 accounts and scaling the model as lessons are proven Develop account plans that map customer annual planning calendars, decision‑makers, buying centers, event‑based campaigns, budget moments, product needs, and growth opportunities Partner with sellers in major customer meetings to bring customer context, product / measurement fluency, QBR discipline, and data‑driven upsell storytelling Drive larger commitments, renewals, expansions, new use cases, incremental product adoption, and broader buying center penetration across existing accounts Customer Health, Renewals, and Expansion Discipline Own the Customer Success management cadence for account health, adoption, campaign performance, renewal risk, expansion opportunity, and executive engagement Develop practical mechanisms for customer health scoring, risk identification, mitigation planning, win‑back / recovery plans, and renewal readiness Define renewal and expansion processes in partnership with Sales, Finance / Revenue Operations, and commercial leadership Establish QBR / EBR standards that connect GSTV’s audience, context, measurement, retail media, programmatic, and outcome capabilities to client business priorities Translate campaign performance, measurement, closed‑loop outcomes, insights, and product capabilities into compelling customer growth narratives Team Leadership and Talent Development Build, hire, develop, and retain a high‑performing Customer Success team with the right mix of strategic account leadership, commercial judgment, product knowledge, analytical capability, and client presence Determine the required CSM profiles and seniority levels as segmentation and coverage priorities are finalized Coach Customer Success leaders and frontline CSMs on account strategy, executive engagement, value‑based communication, QBRs, renewal planning, and expansion identification Set clear goals, expectations, portfolio assignments, capacity assumptions, KPIs, accountability routines, and performance management standards Create a culture of proactive ownership, commercial urgency, customer advocacy, cross‑functional execution, and measurable business impact Commercial Operating Model and Cross‑Functional Execution Partner with Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Marketing, Finance, and Revenue Operations to improve how GSTV shows up with priority customers Build team‑selling routines so sellers are supported by Customer Success, product, measurement, insights, and data resources in critical customer moments Create the tools, playbooks, dashboards, meeting cadences, and escalation paths required to operate Customer Success with consistency and discipline Bring structured voice‑of‑customer insights back into product, measurement, packaging, pricing, sales enablement, and commercial planning decisions Help improve seller productivity by moving post‑sale administration and account management responsibilities into a scalable Customer Success model Qualifications Required qualifications include: Proven track record building or scaling Customer Success, Account Management, Client Success, or post‑sale commercial teams Demonstrated success growing revenue within existing customer relationships through renewals, upsell, cross‑sell, product adoption, account planning, and executive stakeholder engagement Experience personally leading strategic customer relationships and stepping into complex accounts to improve performance, deepen relationships, and unlock growth Strong understanding of advertising sales, agency / advertiser dynamics, media buying, retail media, measurement, programmatic, campaign performance, and customer value storytelling Experience establishing operating cadence, team goals, role clarity, customer health processes, QBR standards, renewal discipline, and account planning routines Strong people leadership experience, including hiring, coaching, performance management, team development, and building a culture of accountability Strong analytical and commercial judgment with the ability to connect Customer Success activity to retention, expansion, product adoption, profitability, revenue growth, and enterprise value Preferred experience: Experience in DOOH, retail media, ad tech, media networks, CTV, digital video, location‑based media, programmatic advertising, or other technology‑enabled advertising platforms Existing relationships or strong fluency with senior advertisers, agencies, holding companies, retail media buyers, DSPs, SSPs, and agency trading desks Experience operating in a transformation, performance improvement, private equity‑backed, lender‑sensitive, or high‑change environment Experience using Salesforce, Tableau, Power BI, or similar commercial / Customer Success platforms Experience designing Customer Success compensation approaches tied to customer outcomes, retention, net revenue expansion, product adoption, or renewal performance Experience partnering with Product, Measurement, Data, Insights, Revenue Operations, Finance, Commercial Enablement, and executive leadership to improve go‑to‑market effectiveness Education and/or Experience Experience: 10+ years of progressively responsible experience in Customer Success, Account Management, Client Services, Strategic Accounts, Sales Leadership, Commercial Leadership, media sales, ad tech, retail media, programmatic, or digital advertising, including significant people leadership experience. Education: BA/BS degree or equivalent professional experience. #J-18808-Ljbffr GSTV