Senior Director of Global Customer Success

Who are we?
RZR Global is an AI-driven company specializing in mobile advertising solutions designed to fuel revenue growth. We leverage AI to discover audiences in a privacy-first environment through trillions of contextual bidding signals and proprietary behavioral models. Our audience engagement platform includes creative strategy and execution. We handle 5 million mobile ad requests per second from over 10 billion devices, driving performance for both publishers and brands. We are headquartered in San Francisco, CA, with a global presence across the United States, EMEA, and APAC.

Role Overview

The Senior Director of Global Customer Success (CS) at RZR Global is the executive guardian of our global revenue base and the chief architect of our client expansion strategy. As RZR Global marches toward its vision of becoming a top-5 marketing platform in the world, this role is responsible for transforming our global Growth and Account Management functions into a high-performance, consultant-minded engine. This is a Revenue Leadership mandate. You are responsible for protecting a global topline revenue base of $xxxM while simultaneously identifying and capturing expansion opportunities within our most valuable accounts.

Reporting directly to the CRO, you will lead the Growth/ Account Management teams across the Americas, EMEA, and APAC. Your mission is two-fold: Operational Excellence and Strategic Growth. You will ensure that every new client experience begins with a "First-Time-Right" launch and evolves into a long-term partnership characterized by increasing Share of Wallet (SOW) and successful cross-selling of new product offerings. You will be the primary advocate for our clients, translating global market sentiment into actionable product feedback that maximizes our Total Addressable Market (TAM).

Success in this role is defined by a rigorous commitment to Net Revenue Retention (NRR). You will maintain a <x% variance between forecast and actual revenue by institutionalizing deep account planning and standardized coaching cadences. We are looking for a leader who values systems over heroics—someone who can document a global playbook for success that ensures no client is left behind and no revenue is left on the table.

Key Responsibilities

1. Revenue Retention & Strategic Growth

• Global Revenue Protection: Own the retention of RZR Global's $xxxM topline revenue. Success is defined by maintaining a global churn rate of ≤xx%, ensuring the stability of our foundational business.

• Share of Wallet (SOW) Expansion: Implement a tiered, consultant-led account planning strategy for high-value accounts. Your mandate is to drive an average of xx% SOW growth per quarter by identifying untapped potential within existing client portfolios.

• New Product Adoption: Act as the commercial lead for new product launches within the existing client base, ensuring that xx.x% of total global revenue is generated from our latest product innovations.

• Non-Gaming Category Support: Partner with the Sales organization to ensure that newly acquired clients in the non-gaming sector (Fintech, E-commerce, Social Discovery) are onboarded effectively, contributing to the goal of xx% total revenue from these categories.

2. Operational Rigor & Product Feedback Loop

• "First-Time-Right" Launch Excellence: Standardize a global onboarding process that achieves ≥xx% launch accuracy. You will be responsible for reducing the launch cycle time to ≤x business days, ensuring immediate time-to-value for our clients.

• Forecast Integrity & Governance: Maintain a <x% variance between forecast and actual revenue. You will achieve this by enforcing 100% tracking of Account Plans and Quarterly Business Reviews (QBRs) for all Tier 1 and Tier 2 accounts globally.

• TAM Maximization & PMF Feedback Loop:

  • Current PMF Maximization: Use client health data and performance metrics to identify where RZR Global has the strongest Product-Market Fit (PMF), ensuring we saturate our current addressable market.

  • Strategic Expansion Feedback: Serve as the primary "Voice of the Customer