Director of Customer Success

Job Description

Job Description

Director, Customer Success
Employment Type: Full-Time
Location: Hybrid in VA

ABOUT THE ROLE

We are looking for a dynamic, data-driven, and charismatic Director of Customer Success to join our team. The successful candidate will advise executive leadership on strategies to grow and retain Pixalate's customers and partners, and will lead and develop the Customer Success team. This person will also build and maintain active relationships with key clients through regular and consistent engagement, bringing deep market knowledge and programmatic expertise to every conversation.

RESPONSIBILITIES

• Partner with the executive team to set strategy that drives customer engagement, growth, and retention, with a focus on churn reduction and client advocacy.
• Own and manage key client relationships across Pixalate's client roster, particularly those in the programmatic ecosystem such as major sell-side platforms ("SSPs"), demand-side platforms ("DSPs"), ad exchanges, agencies, and publishers.
• Guide customers toward their business goals and address their concerns about ad fraud prevention and privacy compliance.
• Use a data-driven approach to monitor customer engagement metrics, team KPIs, and account health, identifying risk and taking decisive next steps.
• Stay ahead of the competitive landscape, new industry developments, and standards.
• Collaborate with Sales and Marketing to build and optimize strategies for upsell and cross-sell opportunities.

QUALIFICATIONS

• BA/BS degree in a technical, business, or related field (or equivalent experience)
• 4+ years of experience in client-facing customer success, technical account management, and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
• Advanced experience creating strategies, guidelines, and objectives that drive customer engagement, growth, and retention
• A proven record of owning a book of business and consistently meeting retention, growth, and revenue goals.
• Deep understanding of Invalid Traffic (IVT) and viewability in digital advertising
• Expert knowledge of programmatic digital advertising, enough to translate client requests for Pixalate's technical teams and provide strategic client guidance
• Strong grasp of the differences and similarities among digital advertising channels (e.g., desktop, mobile web, in-app mobile, and OTT/CTV across display, video, and native advertising)
• Ability to translate insights from Pixalate's product suite into ROI-focused, operational client recommendations
• Expert communication skills and the ability to hold C-level customer conversations that drive business opportunities
• Understanding of digital media terminology and ad operations tools and practices (e.g., campaign optimization, JavaScript, tagging, cookies, macros, and platforms)

BENEFITS

Health & Wellbeing

• Medical, dental, and vision insurance, with 100% of employee premiums covered by Pixalate and 50% for dependents
• Generous parental leave and maternity leave
• Unlimited PTO

Financial

• 401(k)
• Employee referral bonus program
• Monthly internet reimbursement

Work Style

• Remote-first, working from the DC or NY metro area
• Casual, flexible work environment
• Annual team events
• Clear path to senior leadership as Pixalate's team grows
• International and domestic travel

Pixalate is an online trust and safety platform that protects businesses, consumers and children from deceptive, fraudulent and non-compliant mobile, CTV apps and websites.

Our software and data have been used to unearth multiple high profile criminal and illegal surveillance cases including:

• Gizmodo: An iCloud Feature Is Enabling a $65 Million Scam, New Research Says
• Adweek: A 7-Figure Ad Fraud Scheme Running on Roku Underlines Murkiness of CTV
• Washington Post: Your kids’ apps are spying on them
• Pro Publica: Porn, Piracy, Fraud: What Lurks Inside Google’s Black Box Ad Empire
• ABC7 News: The State of Children's Privacy Online
• NBC News: How many apps are tracking your children

Our team of lawyers, data scientists, engineers, economists and researchers span globally with presence in California, New York, Washington DC , London and Singapore.

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