Director, Customer Success (AdTech)

TL;DR

Director, Customer Success (AdTech): Redesigning the client servicing model for a creative data platform with an accent on product-led CS motion and scalable onboarding. Focus on bridging the gap between creative data insights and client outcomes, and driving net revenue retention.

Location: Hybrid in New York, NY

Salary: $152K – $168K base + commission and equity

Company

hirify.global is a creative data company providing scoring software and analytics that help the world’s largest marketers and agencies drive business results through improved creative effectiveness.

What you will do

• Audit and rebuild the client servicing model, including processes, playbooks, and tooling, from the ground up.
• Implement a scalable tiering framework for brand teams, creative teams, media teams, and agencies.
• Collaborate with Product and Engineering to synthesize client feedback and influence the product roadmap.
• Lead, hire, and develop a high-performing CS team, operating as a player-coach with a portfolio of strategic accounts.
• Own net revenue retention and expansion targets, tying creative data impact to commercial outcomes.
• Define and report on CS health metrics, including NPS, time-to-value, and platform adoption rates.

Requirements

• 8+ years in Customer Success, with at least 3 years in a leadership role at a B2B SaaS or data/analytics platform.
• Proven track record of building or rebuilding CS processes in high-growth environments.
• Deep fluency in managing enterprise relationships with Fortune 500 brand marketers or creative agencies.
• Ability to translate complex platform capabilities into clear, value-driven narratives for senior stakeholders.
• Strong analytical instincts for using data to identify risk and surface growth opportunities.
• Experience working cross-functionally in a product-led growth environment.

Nice to have

• Background in adtech, martech, or creative intelligence platforms.
• Familiarity with creative performance measurement, media planning, or brand safety frameworks.
• Experience with workflows for paid social, programmatic, or video across brand and media teams.
• Exposure to AI/ML-powered SaaS products.
• Prior experience at a Series B–D company transitioning from founder-led to process-led CS.

Culture & Benefits

• Competitive base salary with uncapped commission structure.
• Equity offerings.
• Opportunity to architect the client experience with a seat at the product table.
• High-impact role in a company leading the creative data and AI space.