Customer Success Director

The Customer Success Director - Agency (CSD) will provide exceptional service and value realisation to IAS' partner Agencies. The CSD will lead satisfaction, retention and growth across their Agency portfolio, while working closely with Customer Success, Sales and Technical Account Management to successfully deliver on agency projects, on-board new agencies, roll-out new IAS products and increase adoption of IAS technology. The primary focus of the role is to drive agency projects to align IAS products and services to deliver real value to clients. At the same time, maintaining strong agency relationships and satisfaction while retaining and growing long-term agency revenue in support of the overall success of the company.

This role will suit a Customer Success Director who is passionate about making an impact and driving ROI for our partners. Our Customer Success team prides itself in assisting Advertisers and Agencies alike in making informed decisions on their Digital Media strategy. To succeed in this role, you will need to forge strong connections by establishing productive and trusted relationships with key stakeholders across multiple organisations and have a history of delivering on large scale projects that deliver value to clients &/or agencies.

**Responsibilities**:
**Account Management**
- Ensure successful activation and retention of our solutions according to our partner Agencies' needs and objectives, working closely with the Sales & CS Partner team on upsell opportunities.
- Work closely with Sales and Customer Success in ensuring that the activation of IAS products is carried out in sync with the overall partner Agency strategy and in accordance to their specifications, providing necessary dashboard access and reporting
- Work with the partner Agency to deliver training, lunch and learn sessions, Industry trends, best practices, thought leadership and Analysis. Partner with Technical Account Management, Marketing, L&D and other relevant departments to ensure successful deliverables.
- Act as the partner Agencies champion for product feedback

**Value Realisation**
- Develop a trusted advisor relationship with key stakeholders and executive sponsors, asking pertinent questions to influence performance
- Attain a thorough understanding of assigned partner Agencies' goals, executive priorities and challenges to ensure that Agency holding group achieves success KPIs through the use of our products and services.
- Build a solid understanding of IAS products and processes to assist partners drive business value and ROI on their Digital spending
- Collaborate with other internal departments on joint processes towards increased customer satisfaction
- Enhance partners' understanding of Integral products, methodologies, and general ad-verification industry knowledge.
- Conduct regular quarterly / monthly reviews. Prepare and present Agency scorecards, QBRs and agreed operational performance metrics as needed

**Commercials**
- Own adoption and expansion of IAS services, working closely with Partner Sales on renewals and contractual addendums
- Actively manage the partner Agency relationship and their lifetime value across assigned portfolio
- Implement agency mutual Success plans to recognise revenue opportunities and growth
- Identify and grow opportunities within portfolio, and collaborate with CSM and Partner sales teams to ensure growth attainment
- Identify at risk opportunities and work with internal and external stakeholders to build solutions
- Identify & execute high-value customer advocacy opportunities - including product beta participation, case studies, internal sales references, external references/co-marketing opportunities

**Leadership**
- Lead by example, strive to support the wider team to excel and reach their goals
- Complete and manage special projects as assigned by management
- Contribute and inspire thought leadership relevant to industry trends and account management role
- Uphold IAS values at all times

**Experience**
- Proven experience in a client-facing role within an Agency, trading desk, or ad tech company.
- Proven experience of having built trusted relationships with senior stakeholders (C level) within an Agency, driving and leading different growth and strategic initiatives within the group
- A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech.
- Experience managing, consulting and negotiating with Agency Holding companies, FTE100 corporations with an excellent track record retaining and growing portfolio.
- Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations.
- Exceptional organisational skills, with a proven track record of successfully managing projects to completion
- Comfortable in a fast-paced, entrepreneurial and rapid-growth environment. Ability to work independently as well as part of a team