Customer Success Director Publisher

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

Permutive has built an advertiser business that works with some of the most innovative advertisers in the world. Our platform connects brands directly with premium publishers. Using the Permutive infrastructure for data collaboration we enable audience activation that respects consumer privacy and is nonreliant on an identifier to drive performance.

As Customer Success Director you will be a senior member of the team in EMEA and actively work to improve internal processes and practices 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 and will be setting best practices for customer relationships management and an informal leader in the team

What youll be doing

As Customer Success Director UK you will focus on deepening our strategic relationships with our top tier customers in the UK 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. of their direct sold advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data.

The customers within your portfolio have been our partners for a long time your goal should be to continuously identify ways to evolve their strategy and lead a creative process to unlock additional pockets of value for them deeply solidifying our position as their strategic longterm partner.

About the Team

Youll be joining a collaborative diverse customer success team who are based in London Paris and across the United States. Were focused on ensuring our customers meet their organisations 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.

Your daytoday responsibilities will include:

• 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 our top tier strategic customers in the UK a good number of which run global businesses; deeply understanding their commercial strategy needs and pain points; proactively bringing those insights back to the business

• Your book of business will consist of publishers who have been our strategic partners for a number of years; you will be expected to proactively identify ways to advance their first party audience strategy and unlock additional packets of value for them on a regular basis further solidifying our position as their strategic partner.

• You will proactively support your clients in building and optimising their directsold advertising business and help them go to market through 11 and atscale enablement tactics

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

• You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction

• 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 you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising 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.

What youll need

Youll be perfect for this role if you have:

• Worked as a Senior Customer Success Manager CS Director or an Account Manager within a SaaS organisation in the ad tech or mar tech space

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

• 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 organisations across geographies and budget holders

• You have a deep understanding of the advertising and media landscape

• 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 publishers

What we are 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 typical candidate who meets our requirements we pay a base salary betweenwith a 20 performance bonus.

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 350 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 prioritise your wellbeing with free access to Spill our mental health partner.

• Comprehensive Care: Enjoy virtual GP visits healthcare services worklife consultations.

• Secure your future: Our pension plan with Penfold helps you secure your financial future (employer contributes 3 employee contributes 5.

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