Customer Success Director - Broadcasting

We are reimagining advertising. Permutive is a realtime data platform that empowers publishers and advertisers to address all of their target audiences whilst protecting consumer privacy and respecting user consent.

Our unique technology sits behind some of the worlds largest publishers such as News Corp Hearst BuzzFeed The Guardian and Cond Nast to name a few we enable them to understand and personalize user experiences for hundreds of millions of people every month.

Youll love working with us if youre excited about collaborating with brilliant colleagues embracing autonomy and responsibility and tackling challenges that will drive us forward. Its a great time to join and become a key contributor in shaping Permutive for the future.

Thanks to our categorydefining edge technology weve attracted the attention of global investment partners like EQT Ventures Octopus Ventures ACE & Company and SoftBank Investment Advisers. Additionally we are listed among YCombinators Top 150 companies of all time.

About the role...

As Customer Success Director you will be one of the most senior members of the team in North America and actively work to improve internal practices and education while driving crossteam partnerships with other departments.

In partnership with our Account Management team you will support renewal and upsell opportunities within your account base and be accountable for Net Dollar Retention. You will also be seen as an example by the rest of the team a source of knowledge and expertise in the field of broadcasting and streaming and will be setting best practices for customer relationships management and an informal leader in the team

We are early in our journey of helping broadcasting customers unlock the strong value of their first party data through Permutive. Our product has helped hundreds of global publishers dramatically increase advertising revenue and now wed like to replicate this success with broadcasters.

We already partner with significant customers in the sector and we see an enormous opportunity to dominate it. In order to get there we need individuals with a deep understanding of the challenges and opportunities that CTV offers broadcasters with enthusiasm and fresh ideas on building an audience strategy.

You will develop a deep understanding of the strategy and objectives of our broadcasting clients across both North America and EMEA.

About the Team

Youll be joining a collaborative diverse customer success team who are based in London Paris Berlin and across the United States. Were focused on ensuring our customers meet their organizations strategic goals while also helping us achieve worldclass customer satisfaction and net revenue retention. Were a forwardthinking team who cares deeply about our customers businesses; we are industry experts and consultants. We are the voice eyes and ears of our customers at Permutive and we work hard to spread customer empathy in all internal teams.

What youll be doing...

As Customer Success Director Broadcasting you will focus on deepening our strategic relationships with customers in your book of business mostly including but not limited to broadcasters some of which have a global presence. You will be tasked with continuously improving client health across our customers. You will support your customers in continuous innovation within the space of their first party audience strategy lead the innovation process and collaborate with them to maintain their leading position in the advertising market. You will partner directly with our Product and Sales team by bringing customer feedback on our products and services and actively working to improve it.

• Achieving and maintaining high customer health through strategic success and account planning and engagements (e.g. Executive Business Reviews) understanding and improving product usage and supporting clients in meeting their business objectives

• Managing a book of business comprised of some of our strategic customers as well as some customers in the Mid Market with a strong focus on broadcaster customers; deeply understanding their commercial strategy needs and pain points; proactively bringing those insights back to the business

• Your book of business will consist of mostly global media companies and broadcasters including Warner Brothers Discovery Televisa Univision Gruppo Mediaset and others. You will be expected to become your customers strategic advisor providing guidance and advice as they build their first party data strategy and take it to market. You will help them innovate and ensure that Permutive is a core pillar within their commercial strategy.

• To start your book of business may contain some traditional publishers as we expand into the broadcasting space you will transition your focus fully to those types of customers

• You will be instrumental in helping us define the customer journey for our broadcasting customers understand value for them and create a repeatable motion for value delivery

• You will build relationships across the customers organization including senior as well as daytoday executional stakeholders. You will map the customers organization and look to expand our footprint across geographies and teams

• Your conduct knowledge and expertise will be an example to the rest of the team and you will offer coaching and mentoring to your peers; you will be seen as an informal leader and your work should be seen as best in class

• You will build partnerships across our organisation and your opinion and feedback will be used to guide the roll out of our new broadcasting products and ensure speedy customer adoption

• You will act as a voice of the customer bringing product and strategy feedback and uncovering opportunities for new products and features

• You will be a deep industry expert and a thought leader within the broadcasting space; you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising broadcasting streaming data and privacy

• You will occasionally manage renewal and upsell opportunities within your portfolio and look to uncover crosssell opportunities with the view of expanding this responsibility over time. In the cases of the renewals and crosssell of sophisticated global clients you will partner with our Account Management team to drive significant account expansion

• Your success in the role will be measured by key performance indicators such as customer retention and expansion (churn rate and net revenue retention) customer time to value and customer case studies

What youll need

• Worked as a Client Partner Senior Customer Success Manager or an Account Manager within a SaaS organization in the ad tech or mar tech space

• You have a deep understanding of the broadcasting and media space and the opportunity presented by digital data targeting

• You have significant experience managing large global contracts and navigating complex organizations

• You have a strong track record of driving bestinclass net revenue retention and developing customer advocacy

• You have a proven ability to build senior stakeholder relationships and map complex organizations across geographies and budget holders

• You have created and/or delivered frameworks for value delivery tracked them appropriately and effectively constructed narratives against them (e.g. in EBRs)

• You are very comfortable working with data you have the skills to effectively visualize data draw conclusions and take action based on those

• You are a selfstarter who is comfortable with ambiguity and enjoys solving new problems. For example where content or collateral does not exist you will proactively create it and share it with the rest of the team

Well be excited if you also have

• Direct experience managing customer relationships with global broadcasters

What were offering...

We take a structured objective approach to salarysetting which is based on marketing information our compensation strategy and your experience and capability assessed through our interview process. For a candidate who meets our requirements we pay a base salary between $150000 and $170000 with a 20 bonus

Permutive Benefits

• In this together:As a fulltime employee youll become a shareholder with stock options sharing in our collective success.

• Family Comes First:Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.

• Your Time Your Way:Flexible hours let you fit work around your life whether its hitting the gym meditating or handling family needs.

• Upgraded Workspace:A $450 budget helps you create the perfect home office setup.

• Recharge & Refocus:Unlimited paid time off (with a minimum of 25 days public holidays) ensures you get the rest you need.

• Grow with Us:Ongoing training and development opportunities fuel your career aspirations.

• Mental Health Matters:We prioritize your wellbeing with free access to TalkSpace our mental health partner.

• Healthy & Happy:Comprehensive health dental and vision coverage keeps you and your family feeling your best. Choose a plan with 100 coverage for yourself with options to cover your dependents at 75.

Work Your Way

Permutive trusts you to manage your time and deliver results. Our hybrid model allows you to choose where you work best whether in your own productive space or our London (Farringdon) or New York (Union Square) offices. That said none of us work alone; we are part of a team.

To foster collaboration and connection teams in these locations come together in person at least once a week and are encouraged to benefit from being in our offices to meet with teams more often. Commercial and customerfacing teams are encouraged to embrace inperson interactions to build lasting relationships with clients and colleagues.

Every Permutive employee gets together in person at the companys Annual Kick Off for a week in February. Each years event promises to be an exciting opportunity for us to come together reconnect with colleagues and align on our shared vision for the year ahead.

Diversity Equity & Inclusion

At Permutive were taking a thoughtful intersectional longterm approach to diversity equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish and we are taking continual action to progress in that direction.

Were committed to hiring people regardless of race religion colour national origin sex (including pregnancy childbirth and related medical conditions) sexual orientation gender identity age neurodiversity status disability status or otherwise.

Required Experience:

Director