Head of Customer Success - DOOH & Retail Media Ad Tech

Head of Customer Success - DOOH & Retail Media Ad Tech

Location: NYC Hybrid 2-3x/wk

Our client, a media and ad tech company operating in the DOOH, retail media, and data-driven advertising space, is seeking a Head of Customer Success to build and lead its Customer Success function and drive 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, customer health, and renewal/expansion discipline — evolving the function from support-oriented account management into proactive, revenue-driving customer partnership. This is a hands-on, high-accountability role for a commercially oriented leader who can both build the function and personally drive outcomes on the company's most important accounts.

Responsibilities

• Define and lead Customer Success as a strategic growth function, building the operating model across onboarding, education, campaign performance management, QBRs, renewals, upsell, cross-sell, and account expansion
• Establish role definitions, handoffs, decision rights, and account ownership across Sales, Customer Success, Account Management, Product, Insights, and Revenue Operations
• Serve as the executive Customer Success lead for the company's top advertisers, agencies, and strategic accounts; run the top-account pilot (initially 5–10 accounts) and scale the model based on results
• Develop account plans mapping decision-makers, buying centers, budget moments, and growth opportunities; partner with sellers in major customer meetings to drive renewals, expansions, and incremental product adoption
• Own customer health scoring, renewal-risk identification, and expansion processes in partnership with Sales and Finance/Revenue Operations; establish QBR/EBR standards connecting product and measurement capabilities to client priorities
• Build, hire, and lead a Customer Success team (CSM profiles, seniority mix, portfolio assignments, KPIs, coaching, performance management)
• Partner cross-functionally with Sales, Product, Insights, Technology, and Finance to build team-selling routines, playbooks, dashboards, and escalation paths; feed voice-of-customer insights into product, pricing, and commercial planning

Requirements

• 10+ years in Customer Success, Account Management, Client Services, Strategic Accounts, or Sales/Commercial Leadership within media sales, ad tech, retail media, programmatic, or digital advertising
• Proven track record building or scaling a Customer Success/Account Management/post-sale commercial function
• Demonstrated success growing revenue in existing accounts through renewals, upsell, cross-sell, and executive stakeholder engagement
• Experience personally leading strategic customer relationships and stepping into complex accounts to improve performance and unlock growth
• Strong understanding of advertising sales, agency/advertiser dynamics, media buying, retail media, measurement, and programmatic
• Experience establishing operating cadence, customer health processes, QBR standards, and renewal/account planning routines
• People leadership experience: hiring, coaching, performance management, and team development

Preferred

• Experience in DOOH, retail media, CTV, digital video, location-based media, or other technology-enabled advertising platforms
• Existing relationships or fluency with senior advertisers, agencies, holding companies, retail media buyers, DSPs, SSPs, and agency trading desks
• Experience operating in a transformation, performance-improvement, or high-change environment
• Experience with Salesforce, Tableau, Power BI, or similar CS/commercial platforms
• Experience designing CS compensation tied to retention, expansion, or renewal performance

Comp: $175-$200k base +

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