Director of Customer Success, VidMob

• 8+ years in Customer Success, with at least 3 years in a leadership role at a B2B SaaS or data/analytics platform company
• A proven track record of building or rebuilding CS processes — not inheriting and maintaining — in a high-growth environment
• Deep fluency in enterprise client relationships: brand marketers, creative agencies, or media buyers at Fortune 500 companies
• Demonstrated ability to translate complex platform capabilities into clear, value-driven narratives for senior client stakeholders
• Comfort operating in ambiguity with a bias toward action — you design the playbook, then run it
• Strong analytical instincts: you know how to use data to identify risk, surface opportunity, and tell a compelling story
• Experience working cross-functionally with Product, Sales, and Engineering in a product-led growth environment

Desirable

• VidMob is at an inflection point. As our Creative Data platform grows in depth and breadth — from Creative Scoring to GenAI-powered insights — how we serve clients must evolve at the same pace
• We are looking for a Director of Customer Success who is not here to maintain the status quo. You will audit, dismantle, and rebuild our client servicing model from the ground up, designing a scalable, product-led CS motion that closes the loop between creative data insights and client outcomes
• 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 our 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 org — 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 — whether 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
• Define and report on CS health metrics — including Creative Scoring adoption rates, active platform usage, NPS, and time-to-value — to executive leadership