Director of Client Services

About the Company

Publift is a leading global ad tech company that empowers digital publishers with cutting-edge technology, tools, and services to maximise programmatic revenue across their advertising inventory. We partner with publishers worldwide to optimise their ad operations and drive sustainable revenue growth through innovative solutions and expert support.

What we're looking for

We are seeking an experienced Director of Client Services to lead and transform our multi-functional client service organisation. This strategic leadership role will oversee customer success, technical operations, and strategic account management teams while driving operational excellence and revenue growth across our global publisher portfolio.

About the Role

The successful candidate will be responsible for building scalable service delivery frameworks, implementing customer success technologies, and developing data-driven strategies to reduce churn, increase customer satisfaction, and identify growth opportunities within our existing customer base.

Responsibilities

Team Leadership & Development

• Lead and manage a diverse client services team spanning customer success, technical operations, and strategic account management functions
• Drive organisational behaviour change to ensure customers receive exceptional service experiences
• Develop team capabilities through coaching, training, and performance management
• Foster a customer-centric culture focused on proactive support and value delivery

Technology & Process Implementation

• Select, implement, and optimise customer success software platforms to enhance service delivery
• Develop and execute a tiered service delivery model with appropriate cadence for different customer segments
• Create comprehensive systems for tracking service delivery metrics and performance indicators
• Build robust customer sentiment tracking and feedback collection mechanisms

Customer Portfolio Management

• Develop and implement growth strategies across the existing customer portfolio
• Establish executive-level relationships with key accounts
• Create systematic approaches to identify and capitalise on upsell opportunities
• Drive account optimisation initiatives to maximise customer revenue potential
• Lead new product release rollouts and customer adoption strategies

Revenue & Retention Focus

• Implement strategies to reduce customer churn and increase retention rates
• Develop early warning systems to identify at-risk accounts
• Create and execute customer expansion playbooks
• Collaborate with sales teams to drive revenue growth through existing relationships

Strategic Planning & Analysis

• Establish KPIs and metrics to measure client services effectiveness
• Provide regular reporting on customer health, satisfaction, and growth metrics
• Analyse customer data to identify trends, opportunities, and areas for improvement
• Develop long-term strategic plans for client services evolution

Qualifications

Experience & Background

• 8+ years of experience in client services, customer success, or account management roles
• 5+ years of leadership experience managing multi-functional teams
• Proven track record in ad tech, digital advertising, or publisher services industry
• Experience with programmatic advertising and revenue optimization (preferred but not essential)
• Bachelor's degree in Business, Marketing, Technology, or related field (preferred but not essential)

Technical Skills

• Deep understanding of digital advertising ecosystem and programmatic technologies
• Experience with customer success platforms (Gainsight, ChurnZero, Totango, etc.)
• Proficiency in data analysis and reporting tools
• Strong project management and process optimisation capabilities
• Familiarity with CRM systems and customer data management

Leadership Competencies

• Demonstrated ability to lead organisational change and drive cultural transformation
• Strong strategic thinking and execution capabilities
• Excellent communication and presentation skills for executive-level audiences
• Proven track record of building scalable operations and processes
• Experience in global/remote team management

Personal Attributes

• Customer-obsessed mindset with focus on value delivery
• Data-driven decision-making approach
• Strong problem-solving and analytical skills
• Ability to thrive in fast-paced, dynamic environment
• Collaborative leadership style with cross-functional partnership focus
• Leave your ego at the door and get things done

Pay range and compensation package

• Competitive salary and performance-based compensation
• Flexible work arrangements with remote/hybrid options
• Professional development opportunities and conference attendance
• Collaborative, innovation-focused work environment
• Opportunity to shape the future of digital advertising technology

Success in this role will be measured by:

• Customer retention and churn reduction targets
• Net Revenue Retention (NRR) improvements
• Customer satisfaction scores and sentiment metrics
• Team performance and employee engagement
• Successful implementation of service delivery frameworks
• Achievement of upsell and expansion revenue goals