SVP, Customer Success

Role overview

This is a senior executive position for a Customer Success leader based in the United Kingdom, hired through a partner company that handles applications and all subsequent steps. The role focuses on building and scaling the post-sales customer success function in a fast-moving, technically advanced ad tech setting.

You will own the strategy for growing revenue across an established publisher portfolio, helping customers make full use of the platform to improve monetization results. The job combines commercial leadership with a strong grasp of programmatic advertising systems. You will be accountable for retention, expansion, and service quality, while bringing structure and discipline to a multi-layer team environment. In addition, you will act as a senior escalation contact and help guide enterprise-level publisher relationships. Close partnership with engineering, yield, product, onboarding, and support teams will be essential to deliver smooth execution and measurable commercial impact.

Key accountabilities

• Set and lead the expansion plan across the customer base, with a focus on upselling and cross-selling platform capabilities that increase publisher revenue.
• Work with technical and yield specialists to create scalable optimization approaches that improve monetization performance across programmatic channels.
• Build proactive churn-reduction processes, flagging at-risk accounts early and applying structured recovery actions to protect and expand revenue.
• Act as the final point of escalation for complex and high-pressure publisher issues, bringing both technical understanding and executive-level judgment to resolution.
• Define operating standards and team design that strengthen the technical depth of the Customer Success organization and reduce reliance on escalations.
• Coordinate closely with engineering, product, onboarding, and support teams to remove friction and improve lifecycle execution for customers.
• Represent the company in strategic publisher interactions, including executive conversations and occasional customer visits.

Requirements

• 7 to 10+ years of experience in senior customer success, post-sales leadership, or executive operational roles, preferably within ad tech or another technically complex environment.
• Strong knowledge of the programmatic advertising ecosystem, including header bidding, ad serving platforms, supply path optimization, and yield management.
• Demonstrated success in designing and delivering retention and expansion strategies that create clear financial results.
• Experience leading multi-level teams, including directors and senior managers, in technical or hybrid organizations.
• Ability to turn complex technical ideas into practical business insight for both technical and non-technical audiences.
• Excellent communication skills, executive presence, and experience managing enterprise client relationships.
• Analytical mindset with the ability to connect performance metrics to customer and revenue outcomes.

Benefits

• Competitive executive compensation package.
• Medical, dental, and vision coverage.
• Remote-first setup with flexibility.
• Chance to lead and grow a high-impact global Customer Success organization.
• Exposure to leading enterprise publishers in a dynamic ad tech environment.
• Close collaboration with engineering, product, and revenue teams.
• High-ownership leadership role with meaningful strategic influence.

Application and hiring process

This role is promoted on behalf of a partner employer. Applications are reviewed through an AI-supported matching process, which is used to assess fit quickly, consistently, and fairly against the core requirements. The strongest matches are shared with the hiring company, whose internal team manages the final hiring decision, interviews, and assessments.

Data privacy and recruitment technology

By applying, you agree that your personal information may be processed to evaluate your application and shared with the hiring employer where relevant. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

Automated tools may also be used to support parts of the recruitment workflow, such as screening applications, reviewing resumes, and identifying possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final decisions are made by people.