Director, Customer Success

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Why we're hiring:

The Director, Customer Success will be a key member of the North American Client Services team, responsible for driving the adoption and usage of Infosum's data collaboration platform. This role is critical as Infosum transitions from a flat-rate SaaS model to a usage-based revenue model, placing a heavy emphasis on driving platform adoption. After the sales team closes a new contract, the CSM takes ownership of the client relationship. The Director, Customer Success will inherit a portion of the client portfolio currently managed by the VP of Client Services and will be responsible for making the Infosum platform indispensable to clients. 

What you'll be doing:

The core focus is on making the platform indispensable to the client's operations by building strong relationships, understanding their business goals, and aligning them with Infosum's capabilities. This role is crucial for ensuring client stickiness, securing renewals, and identifying expansion opportunities. a portfolio of approximately 16-20 accounts, including a mix of 6-8 major brands, publishers, and data providers, alongside 12-15 smaller customers. This is a senior, individual contributor role with a clear path for growth into a leadership position. 

What you'll need:

• Industry Experience: A minimum of 5-10 years in a customer success or account management role within the Ad Tech industry. 


• Paid Media Expertise: Deep understanding of the paid media marketplace, including how decisions are made, how money moves, and the competitive landscape (DSPs, SSPs, data platforms). 


• Business & Outcome Focus: Proven ability to articulate success through business outcomes and metrics (e.g., revenue growth, usage increase) rather than just relationship management. 


• Usage-Driven Mindset: A fundamental understanding that renewals are earned through continuous value delivery and driving platform usage, not through a once-a-year conversation. 


• Technical Aptitude: Strong technical understanding of how Ad Tech platforms work on the backend. While not a coding role, the candidate must be able to grasp technical concepts to be a credible partner to clients and internal teams. 


• Technical CSM Profile: A strong preference for a candidate who is more technically-inclinedto complement the existing CSM's relationship-oriented skillset. 


• Process Improvement & Documentation: An interest in process design, creating customer-facing materials, and documenting best practices that can be scaled across the global organization.


•  Sales Acumen: A "sales-minded" approach to identifying opportunities and driving commercial outcomes within their book of business. 

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Hybrid 

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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