Customer Success Director

Company Profile

Global privacy-first advertising technology and location intelligence company. Established in the early 2000's, the organisation operates an omnichannel Demand-Side Platform (DSP) that enables brands and agencies to reach audiences across multiple digital channels without relying on personal data, third-party cookies, or mobile identifiers.

Key Responsibilities

• Build and maintain strong client relationships across a range of products and services, acting as a trusted advisor to support renewals, identify growth opportunities, and strengthen long-term partnerships.
• Monitor customer engagement and account performance metrics to proactively identify retention risks and develop targeted success strategies in collaboration with internal teams.
• Lead renewal discussions and contribute to initiatives aimed at improving customer retention and reducing churn.
• Review customer feedback and account trends to identify opportunities for increased product adoption, enhanced engagement, and re-engagement strategies.
• Deliver a high-quality customer experience by understanding client objectives, aligning solutions with business needs, and ensuring continued value realization.
• Collaborate with cross-functional teams including Sales, Product, Marketing, and Engineering to advocate for customer needs and support broader business growth initiatives.
• Develop a strong understanding of company products and solutions to recommend the most relevant capabilities for customer goals and use cases.
• Support the development and scalability of the Client Success function by improving internal processes, documentation, and operational best practices.
• Coordinate with technical teams to facilitate issue resolution and maintain proactive, transparent communication with clients throughout the process.

Requirements

• Bachelor’s degree or equivalent experience.
• 8+ years of experience in customer success, account management, technical support, or other client-facing roles within the technology sector.
• 5+ years of experience working closely with sales teams and managing internal stakeholder relationships.
• Strong collaborative mindset with a customer-focused approach and commitment to delivering exceptional service.
• Ability to work independently, take initiative, and manage competing priorities effectively.
• Excellent organizational skills with strong attention to detail and time management capabilities.
• Proven problem-solving skills with the ability to troubleshoot issues and drive effective solutions.
• Strong written and verbal communication skills with the ability to communicate clearly and professionally.
• Excellent interpersonal and relationship management abilities.
• Comfortable working in fast-paced, growth-oriented, or smaller company environments.
• Experience using CRM or ticketing platforms; familiarity with Salesforce is an advantage.