About This Role
Directing customer success at an inflection point for the company, this role involves rebuilding the client servicing model from the ground up to align with the evolving creative data platform. It suits a leader with a strong track record in B2B SaaS or data/analytics platforms who can operate in ambiguity and has a bias towards action.
Responsibilities
- Redesign the Client Servicing Model
- Run an analysis of all existing CS processes, playbooks, and tooling, with no assumption that anything currently in place is worth keeping
- Design and implement a new client servicing model purpose-built for VidMob's creative data platform, with clear onboarding journeys, platform adoption milestones, and creative intelligence review cadences
- Establish a scalable tiering framework across client segments: brand teams, creative teams, media teams, and agencies
- Build the internal infrastructure for CS — workflows, handoff protocols, escalation paths, and QBR structures — from scratch
- Bridge CS and Product
- Serve as the primary voice of the client into the product organization, synthesizing patterns across accounts into structured, prioritized product feedback that directly influences the roadmap
- Partner with Product and Engineering to co-develop client-facing materials (release notes, feature guides, Creative Scoring use-case playbooks) that translate platform complexity into actionable insights for clients
- Champion platform adoption by helping clients extract signals from Creative Analytics, Creative Scoring, Diversity Measurement, and Influencer Intelligence data, moving them from passive viewers to active decision-makers
- Work alongside Product to identify gaps between client expectations and platform capabilities, then drive resolution through process, training, or roadmap prioritization
- Lead & Develop the CS Team
- Hire, coach, and develop a high-performing Customer Success team equipped to navigate a sophisticated creative data platform and a complex enterprise client base
- Define clear role expectations, success metrics, and career paths for CSMs, from platform specialists to strategic partners
- Foster a culture of accountability, intellectual curiosity, and creative data fluency across the team
- Operate as a player-coach, directly managing a portfolio of strategic accounts while building team capacity
- Drive Retention & Expansion
- Own net revenue retention and expansion targets across the CS portfolio, tying creative data impact directly to commercial outcomes
- Develop proactive risk identification and intervention frameworks to reduce churn before it materializes
- Identify and execute upsell and cross-sell opportunities across VidMob's product suite, in close partnership with Sales
