Director, Customer Success

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions, and expert strategic counsel in a single company—powered by exceptional talent and our agentic marketing platform, WPP Open—to help our clients navigate change, capture opportunity, and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.

About the role

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.

This is a senior, individual contributor role with a clear path for growth into a leadership position, managing a portfolio of approximately 16-20 accounts, including a mix of 6-8 major brands, publishers, and data providers, alongside 12-15 smaller customers.

Responsibilities

• Build strong client relationships and align Infosum’s capabilities with their business goals to make the platform indispensable to their operations.
• Ensure client stickiness, secure renewals, and identify expansion opportunities through continuous value delivery.
• Drive platform adoption and usage, transitioning from a flat-rate SaaS model to a usage-based revenue model.
• Articulate success through business outcomes and metrics (e.g., revenue growth, usage increase).
• Develop process improvements, customer-facing materials, and document best practices to scale across the global organization.
• Identify and pursue commercial opportunities within your book of business with a sales-minded approach.

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 drive business outcomes and metrics (e.g., revenue growth, usage increase) rather than focusing solely on relationship management.
• Strong technical understanding of Ad Tech platforms and backend processes to serve as a credible partner to clients and internal teams.
• Preference for a technically-inclined candidate to complement the existing relationship-oriented CSM skillset.
• Interest in process design, documentation, and creating scalable customer-facing materials.
• Sales acumen to identify and drive commercial outcomes within your portfolio.

Qualifications

You thrive in an inclusive, collaborative environment that encourages the free exchange of ideas and respects diverse perspectives. You are open-minded to new ideas, partnerships, and ways of working. You approach challenges with optimism and conviction, seeking the unexpected and striving for extraordinary results through creativity and teamwork.

Benefits

• Work with passionate, inspired people in a culture that fosters creativity, belonging, and continuous learning.
• Opportunities to create, influence, and complete projects at an unparalleled scale.
• Challenging and stimulating work alongside 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.