Director of Customer Success EU

About Uplift

Uplift is a dynamic agency specializing in global talent search covering EMEA LATAM USA and APAC. With successful placements in 60 countries we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks AI and advanced recruitment tools. Beyond recruitment we engage with our audience through our podcast newsletter and webinars ensuring we stay at the forefront of talent acquisition and global HR trends.

About Our Client

Our client is a fast-growing mobile ad tech company specializing in in-app programmatic advertising. Their Demand-Side Platform (DSP) empowers advertisers to efficiently reach their target audience across mobile devices.

About the role:

As the Director of Customer Success you will hire oversee and support a team of Customer Success Managers ensuring they have the tools processes and strategies needed to drive client success and maximize revenue. You will play a key role in improving team performance optimizing client engagement and scaling business growth through strong relationship management performance optimization and process improvements.

You will be responsible for growing current revenue alongside the sales and Adops teams by communicating and working with clients to identify and meet their business objectives and ensuring success as they adopt a new platform. From training them on company usage DSP strategy and optimization to strengthening client relationships youll become an integral part of your clients digital strategy.

Responsibilities:

• Manage top-tier clients as a dedicated CSM.
• Work closely with the AdOps and sales teams to drive revenue and enhance the performance of client campaigns.
• Assist in hiring and onboarding new CSMs ensuring they ramp up effectively.
• Mentor CSMs to make sure they follow the teams core principles and continuously develop the skills in their roles.
• Provide guidance to the CSM team on improving communication with clients (emails Slack messages presentations and calls).
• Monitor key account health metrics (revenue growth KPI and margin) and proactively address risks to improve retention and expansion within the European book of business.
• Support CSMs in preparation for and during high-priority client meetings (Test Wrap-ups QBRs ABRs) providing strategic insights and recommendations.
• Continue developing and implementing scalable processes to improve client engagement and retention.
• Continuously refine presentation templates best practices and data-driven storytelling to enhance client interactions.
• Lead performance reviews with the CSM team to help them excel in their role.
• Foster a culture of knowledge sharing and ongoing skill development within the team.

Requirements:

• Experience in advertising technology or a related field
• 6 years of experience in a DSP/programmatic work environment
• 3 years of experience with people management
• Ability to adapt quickly to a rapidly changing technology environment
• Ability to thrive in a fast-paced digital environment
• Excellent written and verbal communication organizational & time management skills
• A passion for achieving higher levels of growth and development
• Ability to assist manage and abide by clients needs and work with complaints in a concise and respectful manner
• Comfortable working with multiple clients and accounts at a time across a diverse set of industries
• Ability to analyze and interpret significant amounts of data
• Ability to speak read and write in English fluently