Director, Customer Success - Commerce & Retail Media

About the Job:

LiveIntent is looking for a Director, Customer Success - Commerce and Retail Media to join our team and help drive strategy with an innovative approach for our customers while delivering a world class experience. In this role, you will use a consultative approach to lead initiatives aimed at maximizing adoption, retention and overall customer lifetime value. As a Director, Customer Success you'll lead and encourage a small team of highly driven Customer Success Managers on our strategic Publisher accounts, implement efficient processes & tools, and design and executive LiveIntent’s customer success strategy.

Responsibilities:

• Desire to be entrepreneurial, building a brand new line of business that will transform LiveIntent’s marketplace position
• Bridge the gap between Supply and Demand by demonstrating the value of first, second and third-party budgets that can be funneled to LiveIntent’s exchange to grow and retain customers
• Manage and inspire a small team of Customer Success Managers
• Proven track record of leveraging existing networks and engaging in efficient contact sourcing to expand existing business 
• Develop a trusted advisor relationship with key CRM, email, growth supply-side stakeholders on the client side, bringing holistic solutions ranging from email intelligence and monetization to identity and data product
• Develop a deep understanding of our customer’s main goals and operational workflow; providing a high level of support and engagement as the strategic advisor
• Assist your team of Customer Success Managers grow their accounts by assisting with up-selling pitches, reaching out to higher level contacts to secure a meeting, asking the tough questions in order to understand the client’s pain points and then surfacing the appropriate solution that would solve each pain point
• Use knowledge of the relevant market and competitors to identify and develop the company’s unique selling propositions and differentiators
• Understanding of OKRS, partner KPI’s and applicable goal setting
• Collect CSM and Customer feedback and communicate patterns to VP, Customer Success 

Qualifications:

• A minimum of 5 years customer success/account management experience with a focus on Retail and Commerce
• A minimum of 7 years experience in the advertising/digital media/publisher/ad-tech space 
• A deep knowledge of Ad Serving, CRM Data/Audiences, Ad Tags, Email Service Providers (ESP), basic knowledge of HTML, and how publishers make money
• Experience managing and motivating a team
• Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately.
• Self-Starter with a strong level of time management skills and the ability to multitask and reprioritize independently
• Exceptional oral and written communication skills

At LiveIntent, we've introduced a hybrid workplace model to be present with one another, share learnings and collaborate through in-office partnerships. Our office is located at One World Trade Center, with easy transportation access and incredible NYC skyline views. For this role, you'll need to join us in the office 2 days per week (Tuesday & Wednesday), but not every week is needed, you'll also get at least one “Work from Anywhere” week each month to enjoy some flexibility.

We support employee health and wellness by providing:

• Comprehensive medical, dental, and vision coverage through two different providers with many plans being offered with 100% premium coverage for individuals and families, along with access to our 24/7 telemedicine provider Eden Health
• Flexible PTO - We believe that time off to rest and recharge is important to all our employees and benefits everyone
• One work from anywhere week each month to enjoy flexibility 
• Summer Fridays - Early dismissal to kick off your weekend
• Access to BetterUp Care which focuses on the importance of mental fitness by providing confidential coaching and support to help build resilience and sustain well-being as we all navigate the ups and downs of work and life
• Monthly wellness expense to use towards gym membership, subscription plan, fitness classes, or personal wellness
• WFH expense reimbursement to ensure you are set up for success 
• 12 weeks of 100% paid parental leave from day one of employment for the birth or adoption of a child
• Access to Alma and our Employee Assistance Program which offers confidential assessments, short-term counseling, referrals, and follow-up services to employees
• Voluntary benefits such as Critical Illness, Accident and Hospital Indemnity Insurance, Pet Insurance and Identity & Fraud Protection
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