Director, Customer Success Leader

4 days ago

San Francisco, California, United States CBS Full time

At CBS, we're revolutionizing the way small and medium-sized businesses advertise on television and connected TV. Our innovative self-serve ads platform empowers businesses of all sizes to create impactful advertising campaigns with ease, reaching audiences through the power of television and streaming. As the head of Customer Success, you will play a pivotal role in developing and executing strategies to drive customer engagement, loyalty, and advocacy. You will lead a team responsible for driving strong relationships with customers and delivering value through the customer lifecycle. You will build net-new sales and support programs that help engage with small and medium-sized business audiences.

If you are passionate about driving innovation and building scalable advertising solutions, we encourage you to apply for this exciting opportunity to lead the development of CBS's self-serve ads platform. Join us in shaping the future of television and connected TV advertising.

Key Responsibilities:

  • Strategy: Fully own revenue attainment from scaled and unmanaged advertisers using our self-serve ads platform.
  • Team Leadership: Lead, mentor, and develop a team of customer success managers and support agents.
  • Customer Engagement: Develop and execute customer engagement programs that drive activation, product adoption, retention, and customer satisfaction.
  • Operational Excellence: Define tools and processes that allow internal and external workflows to scale.
  • Performance Tracking: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of small and medium-sized business customer success and support initiatives, regularly analyzing performance data and making data-driven recommendations for optimization.
  • Customer Advocacy: Effectively communicate customer needs across cross-functional partners to help shape marketing messages and product roadmap.

Basic Qualifications:

  • Proven experience (8+ years) working in digital sales or account management, with a track record of driving business growth and customer retention within the small and medium-sized business segment or equivalent.
  • Experience managing a team.

Additional Qualifications:

  • Acute understanding of small and medium-sized business market dynamics, customer needs, buying behaviors, and competitors' small and medium-sized business product solutions.
  • Strong leadership skills with experience managing and developing high-performing sales or B2B support teams.
  • Data-driven and customer-centric leader who aligns strategy and vision to proven customer needs.
  • Excellent communication skills, with the ability to effectively engage and influence stakeholders at all levels.
  • Bachelor's degree in Marketing, Business Administration, or related field.

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