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Director, Customer Success

Company: Integral Ad Science
Location: San Francisco
Posted on: February 25, 2021

Job Description:

Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions for the advertising industry and we're looking for a Director to join our Customer Success team. If you are excited by technology that has the power to handle hundreds of thousands of transactions per second; collect tens of billions of events each day; and evaluate thousands of data-points in real-time all while responding in just a few milliseconds, then IAS is the place for you! As a Director of Customer Success, you will manage a growing team of Customer Success Managers that engage with IAS marketers, advertisers and agency accounts. Reporting to the VP of Americas Customer Success, you will lead, structure, and implement retention, satisfaction and expansion strategies across IAS's growing customer base. This is a highly-visible role with massive growth potential that sits at the heart of our customer experience. You will be a crucial part of our Customer Success team and have a seat at the table along with the leaders of the Americas and Global teams.-- What you'll do :

  • Deliver against goals of retaining and expanding business and driving improved customer satisfaction across the company's largest and most strategic accounts
  • Lead a team of Senior Customer Success Managers across IAS's Americas offices, proactively manage and develop team members through regular coaching, performance reviews, career planning, and training
  • Rigorously track and report on key metrics for Customer Success, including Revenue, NPS, Customer Satisfaction, and Customer Health
  • Partner with Sales, Technical Client Services, Product and other teams across the globe to deliver exceptional an exceptional customer experience to IAS users--
  • Lead initiatives that continue to improve internal processes and systems for the Customer Success team--
  • Act as internal and client-facing escalation point for large-scale client and/or team issues, owning evaluation and resolution and communicating upwardly as appropriate
  • Travel up to 25% of time for customer meetings and internal company meetings You should apply if you have most of this:--
    • 8+ years of experience in marketing/digital/ad tech/mar tech in a sales, account management, customer success, or business operations/program management capacity, working with agencies, advertisers, networks and/or publishers helping them to achieve their desired outcome
    • 3+ years managing high performing teams
    • Track record of owning customer relationships and exceeding performance and retention goals and expanding business and relationships with existing customers
    • Experience in global organizations
    • History of collaborating effectively or leading cross-functional teams--
    • Excellent written, verbal and listening communication skills
    • Experience with CRM (Salesforce) and Customer Success tools (e.g., SFDC, Gainsight)
    • Bachelor's degree, IT or business related field preferred; Master's degree a plus-- About Integral Ad Science Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 18 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies. For more on how IAS is powering great impressions for top publishers and advertisers around the world, visit integralads.com . Equal Opportunity Employer: IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply. California Applicant Pre-Collection Notice: We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at compliance@integralads.com. Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to recruitingagencies@integralads.com. We will get back to you if there's interest in a partnership. Are you a current or previous employee within a Vista-owned company (majority or minority investment)? --*
      Will you now, or in the future, require visa sponsorship for employment from Integral Ad Science? --*
      U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Integral Ad Science are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
      • Autism
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
      • Blind or low vision
      • Cancer
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or hard of hearing
      • Depression or anxiety
      • Diabetes
      • Epilepsy
      • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
      • Intellectual disability
      • Missing limbs or partially missing limbs
      • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
      • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Integral Ad Science, San Francisco , Director, Customer Success, Executive , San Francisco, California

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