Director of Customer Success Full Time

Pixalate, Inc

Director, Customer Success Manager (London)

Employment Type: Full-Time Location: London

Minimum Experience: Director

About the Company

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 a presence in California, New York, Washington DC, London, and Singapore.

About the Role

We are looking for a dynamic, data-driven, and charismatic candidate to fill our Director of Customer Success role on the UK. Successful candidates will advise executive leadership on strategies to grow and retain Pixalate’s customers and partners, as well as serve as a leader for other members of the Customer Success team. This candidate will also establish and maintain active relationships with clients through regular and consistent engagement, demonstrating deep market knowledge and programmatic expertise.

Responsibilities

• Work with the executive team in setting a strategy to drive customer engagement, growth, and retention with a focus on churn reduction and client advocacy.
• Develop a high-performing team of customer success professionals to drive consistent operational excellence through continuous process improvement and execution.
• Own and manage key client relationships across Pixalate’s client roster, particularly those operating in the programmatic ecosystem such as major sell-side platforms (“SSPs”), demand-side platforms (“DSPs”), ad exchanges, agencies, and publishers.
• Guide the customer to achieve their business goals and to address concerns when it comes to ad fraud prevention and privacy compliance.
• Employ a data-driven approach to monitoring customer engagement metrics, team KPIs, and account health to identify risk and to take decisive next steps
• Understand the competitive landscape, new industry developments, and standards
• Collaborate with other teams including Sales and Marketing to create and optimize strategies for upsell and cross-sell opportunities.

Qualifications

• BA/BS degree in technical, business, or other related fields (or equivalent experience)
• 4+ years 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 in creating strategies, guidelines, and objectives to drive customer engagement, growth, and retention
• How to lead a high-performing customer success team with proven performance and revenue goal achievements
• Understand Invalid Traffic (IVT) and viewability in the context of digital advertising
• Expertly understand the programmatic digital advertising to communicate client requests to Pixalate’s technical teams and to provide client guidance
• Differences and similarities among digital advertising channels (e.g., desktop, mobile web, in-app mobile, and OTT/CTV in the context of display, video, and native advertising).
• How to translate insights from Pixalate’s product suite into ROI and operational client recommendations
• Expert communication skills and the ability to hold C-level customer conversations that drive business opportunities.
• Understanding of digital media ecosystem terminology and ad operations tools and practices (e.g., campaign optimization, javascript, tagging, cookie, macros, and platforms)

Benefits

We focus on doing things differently and challenge each other to be the best we can be.

• Generous benefits package including 25 days holiday plus Bank holidays

• Defined contribution Pension scheme

• Monthly internet reimbursement

• Casual, remote work environment
• Hybrid, flexible hours
• Opportunity for advancement
• Fun annual team events
• Being part of a high performing team that wants to win and have fun doing it
• Extremely competitive compensation