Director of Customer Success

About the role

This role leads and builds the Customer Success (CS) function for fullthrottle.ai's Channel Partnership business. The focus is on managing a team of Customer Success Managers (CSMs) across partner markets, ensuring the health and retention of the advertiser portfolio, and maintaining relationships with media partners.

Responsibilities

• Team leadership: Lead and develop the CS team aligned to partner markets. Set performance expectations, own hiring, coach on execution and narrative, and run a weekly market review covering at-risk accounts, expansion, and seller escalations.
• Partner relationships: Hold the institutional relationship with media partner leadership. Own quarterly business reviews (QBRs), resolve escalations before they become relationship problems, and maintain a working understanding of each partner's internal priorities and seller incentive structures.
• Market health and portfolio accountability: Own retention rate, revenue at risk, campaign performance, and expansion pipeline across all active partner markets. Define benchmarks, own the at-risk review process, and report to the EVP on a defined cadence.
• Retention and expansion: Set retention targets by market, own the renewal framework, and partner with Platform Success to identify and pursue growth opportunities within the portfolio.
• Playbook development: Define and document the Channel Partnership CS operating model, including seller onboarding sequence, MBR format, at-risk protocol, renewal process, and escalation paths. Lead the CS org go-live for this LOB on August 1, 2026.
• Cross-functional leadership: Partner with Platform Success on portfolio-level analytics, expansion narratives, and at-risk account briefs. Ensure Platform Success is engaged on the right accounts at the right moments.
• Senior leadership engagement: Partner with the EVP of Customer Success and cross-functional leadership on strategic initiatives, org-level priorities, and CS programs that extend beyond day-to-day account management.
• Thought leadership: Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies relevant to our partners and the advertisers they serve.
• Product influence: Provide feedback to product teams to influence the roadmap based on client needs and industry trends surfaced from the Channel Partnership portfolio.

Qualifications

• 8+ years in customer success, account management, or media partnership roles, with at least 3 years managing a team.
• Experience working within or alongside a channel or co-sell model, managing CS through a third-party seller relationship rather than directly with the end advertiser.
• Strong command of campaign performance data and attribution metrics, with the ability to translate performance narratives for both advertiser and partner seller audiences.
• Track record of building and holding a team accountable to retention and expansion targets in a performance-oriented environment.
• Experience managing up with senior partner stakeholders: comfortable in QBR settings, able to represent fullthrottle.ai's value at the director level.
• Comfortable operating in a platform-native environment. This role requires active use of the FT platform for account monitoring, reporting, and team oversight.
• Strong judgment on when to escalate, when to resolve, and when to let CSMs lead.

Preferred

• Direct experience with broadcast, radio, or local TV media companies and their advertising sales structures and seller incentive models.
• Familiarity with programmatic advertising, first-party audience targeting, and transaction-level attribution (SafeMatch or equivalent closed-loop measurement).
• Experience building a CS function or playbook from scratch in a high-growth environment where the operating model was not yet defined.
• Player-coach experience, including managing a team while carrying some direct account relationships or operational responsibilities.