Customer Success Director

This role is responsible for the global Customer Success team and the ongoing management of key platform partners using the ID5 shared identity platform. This candidate will deliver a first-class service structure enabling short and longer term growth potential. This role is based in the US, but will work with clients operating globally. The candidate will also manage a global Customer Success team of 2-4+ employees, and work with the broader ID5 team to share knowledge and align on successful market initiatives. This is a key time of growth for ID5 and this is a hugely exciting opportunity to deliver a business critical solution to platforms transitioning into a post cookie world.

Who does this role report to?

SVP of Customer Operations & Product

What will you do?

• Manage a team of 2 Customer Success Managers, growing to at least 4 by the end of the year, across both the US and Europe.
• Manage ID5’s existing platform partnerships across sell-side, data, and buy-side platforms.
• Be involved in pre- and post-sales integration and ongoing commercial structure of partnership.
• Define upsell potential across partnerships and present new and emerging ID5 products to client teams.
• Develop global relationships across organisations to ensure maximum coverage.
• Act as internal liaison to the product team, ensuring client requests are appropriately prioritised including a contribution to new features & capabilities (where applicable).
• Develop and roll out clear service structure with key clients across the CS team; understanding of client KPIs, day to day support, issue resolution and delivering longer term service structures including monthly and quarterly reviews with key stakeholders.
• Clearly position ID5 as thought leaders within client organisations presenting wider market initiatives, opportunities for growth to feed into longer term partnership strategy.

What are we looking for?

• 6-10 years of experience in a Customer Success management / partnership management, including 3-5 years or leadership/management experience
• Demonstrated track record of nurturing client partnerships / excellent account management skills; ability to deliver a structure to facilitate both short and long-term growth.
• Excellent presentation, communication skills and attention to detail.
• Natural leadership skills and a desire to grow as a leader at ID5.
• A technical-minded and service-orientated individual who will thrive in a start-up environment.