SVP, Client Success

Job Description:

• Own the post-sale client experience across Activation, Measurement, and Audiences
• Lead campaign and program delivery, onboarding, implementation, QA, service levels, escalations, capacity planning, workflow design, tooling, automation, delivery margin, cost-to-serve, and billing reconciliation
• Own client retention, renewal, expansion, account planning, lifecycle touch points, executive relationships, growth targets, client feedback, financial data integrity, CRM hygiene, and forecasting
• Establish a coherent client lifecycle with clear owners and handoffs
• Define and enforce metrics including on-time delivery, client KPI attainment, cost-to-serve, client health, NPS, and NDR
• Drive tooling, automation, and production AI adoption for reporting, QA, insight generation, campaign troubleshooting, and account research
• Set standards for AI review, quality checks, and human judgment in client work
• Personally manage executive relationships for major accounts and serve as a trusted escalation path
• Partner with Sales on client handoffs and expansion motions
• Unite Account Management and Operations into one team with shared goals
• Assess talent, level the organization, develop leaders, and build succession depth
• Set standards for client work and coach the team
• Bring client perspective into strategy, roadmap, and pricing decisions
• Translate Operations and Account Management insights into actionable company decisions
• Partner with GMs of Activation, Measurement, and Audiences on client and P&L accountability

Requirements:

• Experience leading either client-facing operations or account management at real scale, with hands-on exposure to the other
• Operational rigor, including forecasting, workflow design, data-driven cadence, and service-level management
• Applied AI fluency, including implementing AI workflows in client-facing teams and evaluating their results
• Senior client relationship management and cross-functional influence
• Experience carrying or materially influencing retention, renewal, or expansion targets
• Experience building a team, process, function, or service line from scratch
• People leadership experience, including at least one layer of managers, or clear readiness to lead managers
• Hiring experience and addressing underperformance
• Roughly 8–12 years in client-facing operations, account management, or customer success
• At least 3 years leading teams
• Strongly preferred: managing a team responsible for $25M+ annual revenue
• Strongly preferred: background in adtech, martech, data, measurement, retail media, or agency-facing SaaS
• Strongly preferred: experience serving brands and agencies simultaneously
• Strongly preferred: experience in a multi-product environment
• Strongly preferred: experience through a company stage change such as growth, acquisition, or professionalization

Benefits:

• Competitive salary
• Stock options
• Flexible vacation
• Medical insurance
• Dental insurance
• Flexible Spending Account (FSA)
• Company Matched 401(k)
• Unlimited PTO (within reason)
• Talented co-workers and management
• Agile Development Program for continued learning/professional development
• Paid Paternity & Maternity Leave
• Potential bonus and equity as part of total rewards package