Director of Customer Success

About the role: 

As the Director of Customer Success, you will hire, oversee, and support a team of Customer Success Managers, ensuring they have the tools, processes, and strategies needed to drive client success and maximize revenue. You will play a key role in improving team performance, optimizing client engagement, and scaling business growth through strong relationship management, performance optimization, and process improvements.

You will be responsible for growing current revenue alongside the sales and Adops teams by communicating and working with clients to identify and meet their business objectives, and ensuring success as they adopt a new platform. From training them on Bidease usage, DSP strategy, and optimization to strengthening client relationships, you’ll become an integral part of your client’s digital strategy.

Responsibilities: 

• Manage top-tier clients as a dedicated CSM.
• Work closely with the AdOps and sales teams to drive revenue and enhance the performance of client campaigns.
• Assist in hiring and onboarding new CSMs, ensuring they ramp up effectively.
• Mentor CSMs to make sure they follow the team’s core principles and continuously develop the skills in their roles.
• Provide guidance to the CSM team on improving communication with clients (emails, Slack messages, presentations, and calls).
• Monitor key account health metrics (revenue growth, KPI, and margin) and proactively address risks to improve retention and expansion within the Chinese book of business.
• Support CSMs in preparation for and during high-priority client meetings (Test Wrap-ups, QBRs, ABRs), providing strategic insights and recommendations.
• Continue developing and implementing scalable processes to improve client engagement and retention.
• Continuously refine presentation templates, best practices, and data-driven storytelling to enhance client interactions.
• Lead performance reviews with the CSM team to help them excel in their role.
• Foster a culture of knowledge sharing and ongoing skill development within the team.

Requirements: 

• Experience in advertising technology or a related field
• 6+ years of experience in a DSP/programmatic work environment
• 3+ years of experience with people management 
• Ability to adapt quickly to a rapidly changing technology environment
• Ability to thrive in a fast-paced, digital environment
• Excellent written and verbal communication, organizational, & time management skills
• A passion for achieving higher levels of growth and development with Bidease
• Ability to assist, manage, and abide by clients’ needs and work with complaints in a concise and respectful manner
• Comfortable working with multiple clients and accounts at a time across a diverse set of industries
• Ability to analyze and interpret significant amounts of data
• Ability to speak, read, and write in English fluently