[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Pixalate is an online trust and safety platform that protects businesses, consumers, and children from deceptive, fraudulent, and non-compliant mobile and CTV apps and websites. The Director of Customer Success leads and develops the Customer Success team, advises executive leadership on customer growth and retention strategies, and builds relationships with key clients and partners.

Responsibilities

• Partner with the executive team to set strategy that drives customer engagement, growth, and retention, with a focus on churn reduction and client advocacy
• Own and manage key client relationships across Pixalate's client roster, particularly those in the programmatic ecosystem such as major sell-side platforms ("SSPs"), demand-side platforms ("DSPs"), ad exchanges, agencies, and publishers
• Guide customers toward their business goals and address their concerns about ad fraud prevention and privacy compliance
• Use a data-driven approach to monitor customer engagement metrics, team KPIs, and account health, identifying risk and taking decisive next steps
• Stay ahead of the competitive landscape, new industry developments, and standards
• Collaborate with Sales and Marketing to build and optimize strategies for upsell and cross-sell opportunities

Skills

• BA/BS degree in a technical, business, or related field (or equivalent experience)
• 4+ years of experience in client-facing customer success, technical account management, and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
• Advanced experience creating strategies, guidelines, and objectives that drive customer engagement, growth, and retention
• A proven record of owning a book of business and consistently meeting retention, growth, and revenue goals
• Deep understanding of Invalid Traffic (IVT) and viewability in digital advertising
• Expert knowledge of programmatic digital advertising, enough to translate client requests for Pixalate's technical teams and provide strategic client guidance
• Strong grasp of the differences and similarities among digital advertising channels (e.g., desktop, mobile web, in-app mobile, and OTT/CTV across display, video, and native advertising)
• Ability to translate insights from Pixalate's product suite into ROI-focused, operational client recommendations
• Expert communication skills and the ability to hold C-level customer conversations that drive business opportunities
• Understanding of digital media terminology and ad operations tools and practices (e.g., campaign optimization, JavaScript, tagging, cookies, macros, and platforms)

Benefits

• Medical, dental, and vision insurance, with 100% of employee premiums covered by Pixalate and 50% for dependents
• Generous parental leave and maternity leave
• Unlimited PTO
• 401(k)
• Employee referral bonus program
• Monthly internet reimbursement
• Remote-first, working from the DC or NY metro area
• Casual, flexible work environment
• Annual team events
• Clear path to senior leadership as Pixalate's team grows

Company Overview