Director, Customer Success
About the role
As the Director, Customer Success you 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 Customer Success Manager (CSM) takes ownership of the client relationship. You 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.
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. You will manage 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.
Responsibilities
- Drive adoption and usage of InfoSum’s data collaboration platform to ensure client success and stickiness.
- Build strong relationships with clients, understanding their business goals and aligning them with InfoSum’s capabilities.
- Manage a portfolio of 16-20 accounts, including major brands, publishers, and data providers.
- Secure renewals and identify expansion opportunities within your book of business.
- Articulate success through business outcomes and metrics (e.g., revenue growth, usage increase).
- Develop and document best practices and customer-facing materials to scale across the global organization.
- Collaborate with internal teams to ensure clients derive continuous value from the platform.
Requirements
- Minimum of 5-10 years in a customer success or account management role within the Ad Tech industry.
- Deep understanding of the paid media marketplace, including decision-making processes, financial flows, and the competitive landscape (DSPs, SSPs, data platforms).
- Proven ability to articulate success through business outcomes and metrics rather than just relationship management.
- Usage-driven mindset with a focus on continuous value delivery to earn renewals.
- Strong technical understanding of how Ad Tech platforms work on the backend (coding not required).
- Preference for a technically-inclined CSM to complement the existing relationship-oriented skillset.
- Interest in process design, documentation, and creating scalable customer-facing materials.
- Sales acumen to identify opportunities and drive commercial outcomes within your book of business.
Culture
- Open: We are inclusive and collaborative; we encourage the free exchange of ideas and respect diverse views.
- Open-minded: We embrace new ideas, partnerships, and ways of working.
- Optimistic: We believe in the power of creativity, technology, and talent to create brighter futures.
- Extraordinary: We achieve the amazing through collaboration and provide extraordinary work every day.
Benefits
- Work with passionate, inspired people in a culture that fosters creativity and collaboration.
- Opportunity to create, influence, and complete projects at an unparalleled scale.
- Challenging and stimulating work with a group of creative problem solvers.
For more details on our competitive benefits package, visit https://mybenefits.wpp.com/public/welcome.
Pay
The base salary range for this position is $100,000—$230,000 USD. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications.
Schedule
We’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, discuss this with the hiring team during the interview process.