Director of Client Services
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement data analytics deep linking engagement fraud protection data clean room and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences AppsFlyer empowers thousands of creators and 10000 technology partners to create better more meaningful customer relationships.
We are hiring for a Director of Customer Success based in our New York this role youll drive customer value realization through your team impacting retention expansion and executive trust for AppsFlyers customer portfoliocoaching CSMs as Growth Partnership leaders and turning customer outcomes into durable measurable revenue. Youll manage a team of 5-8 CSMs and partner with cross-functional leaders including sales counterparts. Our CS culture is customerobsessed and resultsdrivenwe coach for impact operate with rigor and influence at scale across Sales Product and Marketing.
What youll do:
- Client Value Realization: drive customer outcomes and product adoption across your teams portfolio of customers. Partner with Sales to mitigate client risk and run expansion motions across Strategic Enterprise and Mid-Market customer segments leading to improved Gross Revenue Retention and Net Revenue Retention.
- Industry Experience: bring your agency experience working on digital mobile and omni-channel campaigns to your team and your customers helping them understand industry shifts and best practices that can be leveraged for performance improvement.
- Growth Partnership Coaching: uplevel CSMs to lead with outcomes quantify ROI and influence executive roadmaps from this combination of product and industry expertise.. Deliver both strategic guidance to customers with mobile as a centerpiece of an omnichannel world and provide tactical guidance to unlock the results. Youll work with your team to partner deeply with customer stakeholders to drive these outcomes. Develop and performance manage your CSMs and other team leads.
- Build and maintain executive relationships with key customers; lead value narratives and account strategy. Attend EBRs and growth partnership discussions in person with customers and in partnership with sales.
- Adoption & TTV: improve timetovalue and drive adoption of priority AppsFlyer capabilities through segmentspecific success plans QBRs and EBRs. Lead critical escalations with clarity and speed; coach CSMs on preescalation prevention.
- Contribute to innovation at scaleplaybooks automation and repeatable best practices across regions and AI adoption.
- Forecast: Establish disciplined renewal/expansion forecasting in lockstep with Sales and RevOps; maintain high signal quality and hygiene.
- Crossfunctional leadership and impact: As a New York hub leader align with Sales Support Product and Marketing on pipeline roadmap and voiceofcustomer. Model inclusive leadership and raise the bar on ownership and results. Help your CSMs be better partners in client pods with their sales counterparts.
What you have:
- 10 years in Customer Success/Account Management for digital agencies with experience in digital mobile including 35 years leading managers/ICs. SaaS software experience a bonus.
- Proven ownership of client outcomes and value realized for portfolios spanning Strategic Enterprise and MidMarket.
- Demonstrated Growth Partnership leadership and mobile industry strategic and tactical knowledge: outcomebased value realization executive alignment measurable expansion.
- Mobile attribution / martech domain fluency and AppsFlyer toolstack knowledge (or equivalent MMP experience).
- Demonstrated partnership and crossfunctional leadership with Sales RevOps Product Marketing Partnerships and other CS leaders.
- Tooling: MMPs attribution and SaaS marketing/remarketing technologies including the technical experience required to implement and productivity AI (e.g. ChatGPT); analyticsdriven decisionmaking.
- Ability to travel 33% onsite to customers and key internal onsites.
Bonus Points:
- Experience with global accounts and global organizations privacycentric ecosystems (e.g. SKAN/ATT) and complex data integrations.
- We encourage candidates from diverse backgrounds even if you dont meet 100% of the requirements
For our NY-based candidates the expected On Target Earnings (OTE) are between $230000 and $250000 (including bonus or commission). The offer varies on many factors including market location job-related knowledge skills experience interview results references etc.
As a global company operating from 25 offices across 19 countries we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race gender culture or sexual orientation. We value and encourage curiosity diversity and innovation from all our employees customers and partners.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
AppsFlyer was founded over ten years ago with a mission to help marketers succeed. From the beginning, we have been committed to four things: accurate data, unmatched privacy and security, open tech-stack innovation, and an unbiased, customer-obsessed approach. These four pillars have ... View more
