Head of Customer Success

Job Summary

We are seeking a Head of Customer Success to build and lead GSTV's Customer Success function and drive the next phase of post-sale growth across priority advertisers, agencies, and strategic accounts. Reporting to the Chief Revenue Officer, this leader will own the Customer Success operating model, account planning cadence, customer health, renewal and expansion discipline, and the evolution from support-oriented account management to proactive, revenue-driving customer partnership.

Responsibilities

• Define and lead GSTV's Customer Success strategy as a strategic growth function, not an administrative support model
• Create the customer success operating model across onboarding, education, campaign performance management, QBRs, renewal management, upsell, cross-sell, and account expansion
• Partner with commercial leadership to align Customer Success coverage with segmentation, account potential, priority verticals, agency relationships, and FY planning needs
• Own the Customer Success management cadence for account health, adoption, campaign performance, renewal risk, expansion opportunity, and executive engagement
• Build, hire, develop, and retain a high-performing Customer Success team with the right mix of strategic account leadership, commercial judgment, product knowledge, analytical capability, and client presence
• Partner with Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Marketing, Finance, and Revenue Operations to improve how GSTV shows up with priority customers
• Design the roadmap from initial account management / administrative relief to mature Customer Success with renewal ownership, growth targets, and client strategy planning
• Drive larger commitments, renewals, expansions, new use cases, incremental product adoption, and broader buying center penetration across existing accounts
• Translate campaign performance, measurement, closed-loop outcomes, insights, and product capabilities into compelling customer growth narratives

Qualifications

• Proven track record building or scaling Customer Success, Account Management, Client Success, or post-sale commercial teams
• Demonstrated success growing revenue within existing customer relationships through renewals, upsell, cross-sell, product adoption, account planning, and executive stakeholder engagement
• Strong understanding of advertising sales, agency / advertiser dynamics, media buying, retail media, measurement, programmatic, campaign performance, and customer value storytelling
• Experience personally leading strategic customer relationships and stepping into complex accounts to improve performance, deepen relationships, and unlock growth
• Existing relationships or strong fluency with senior advertisers, agencies, holding companies, retail media buyers, DSPs, SSPs, and agency trading desks
• Experience operating in a transformation, performance improvement, private equity-backed, lender-sensitive, or high-change environment
• Experience using Salesforce, Tableau, Power BI, or similar commercial / Customer Success platforms
• Experience designing Customer Success compensation approaches tied to customer outcomes, retention, net revenue expansion, product adoption, or renewal performance
• Experience partnering with Product, Measurement, Data, Insights, Revenue Operations, Finance, Commercial Enablement, and executive leadership to improve go-to-market effectiveness

Benefits

• Medical, Dental, Vision, Paternal Leave, Life Insurance, Accident, Critical Illness, Hospital Indemnity, STD/LTD + Vol Plans.
• Paid Holidays, 20 PTO days + Sick time
• Perks, HSA and FSA and Lifestyle Spending Account (1st of mo after 30 days)
• 401K Match (90 days)