Director of Customer Success

Who We Are

Osmos is a comprehensive SaaS platform tailored for seamless management of omnichannel retail media, spanning onsite, offsite, and in-store ad monetization. Supporting a wide range of ad formats with unmatched flexibility, the platform enables retailers to activate more brands through a white-labeled, self-serve solution. Advanced targeting, actionable analytics, and optimized Return on Ad Spend (ROAS) empower clients to craft impactful strategies that enhance shopper experiences and deliver superior outcomes.

Who We Need

We're seeking a Director of Customer Success to be the trusted partner for our clients and the bridge between Sales, Product, and Support. You'll advise customers on the best use of the Osmos platform, manage complex enterprise relationships, and continually drive adoption, upsell, and renewal. This is a high-visibility role reporting directly to the CEO of Europe & the Americas, with direct responsibility for quota achievement tied to customer growth and retention.

What You Will Do

• Accountable for the client relationship from contract through implementation, renewal and beyond.
• Develop optimization strategies tailored to each client's use of the Osmos platform.
• Own a quota tied to adoption, upsell, and retention, ensuring revenue growth within assigned accounts.
• Conduct regular QBRs (Quarterly Business Reviews) to align on performance, showcase ROI, and identify expansion opportunities.
• Act as the primary point of contact for multiple client stakeholders, including senior and executive management.
• Advise customers on best practices and ideal usage of the platform to maximize impact.
• Upsell additional modules and tactics to grow customer revenue and deepen engagement.
• Partner cross-functionally with Sales, Product, and Support to resolve issues and ensure seamless client experiences.
• Be the voice of the customer internally, advocating for their needs and influencing roadmap discussions.
• Drive toward contract renewals, proactively managing account health, adoption metrics, and client satisfaction.
• Quickly become an expert in the Osmos platform, providing training, insights, and strategic guidance to clients.
• Manage large enterprise relationships with professionalism, organizational excellence, and strategic foresight.

Who You Are

• 7+ years of experience in customer success or enterprise account management within SaaS, retail media, ad-tech, or mar-tech.
• Skilled at managing multiple senior stakeholders within large, complex customer organizations.
• Excellent communicator, able to confidently engage with executive-level clients and internal teams alike.
• Highly organized and detail-oriented, with the ability to juggle multiple enterprise accounts.
• Proven ability to upsell, renew, and expand existing customer relationships, meeting or exceeding quota targets.
• Strong analytical and problem-solving skills, with the ability to design and execute optimization strategies.
• Experienced in driving customer adoption and retention through proactive engagement and measurable impact.
• Comfortable leading QBRs and executive-level business reviews, aligning client goals with 's solutions.
• Thrive in a startup environment—comfortable with ambiguity, quick to learn, and adaptable to shifting priorities.
• Customer-first mindset with the ability to act as a trusted advisor to senior leadership at client organizations.

Compensation, Benefits, and Culture

• Competitive Salary:
  A strong base salary with above-market performance incentives.
• Comprehensive Health Coverage:
  Inclusive medical, dental, and vision plans.
• Generous Paid Time Off (PTO):
  Includes vacation, sick leave, and company holidays.
• Parental Leave:
  Supportive policies for maternity, paternity, and adoption leave.
• Diversity and Inclusion:
  A culture that values equity, celebrates individuality, and fosters belonging.
• Flexible Work Environment:
  Hybrid options to balance work and personal life.
• Team Events:
  Regular celebrations and gatherings to build camaraderie.

Equal Employment Opportunity: is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, religion, gender, sexual orientation, disability, or veteran status. We provide accommodations for individuals with disabilities throughout the hiring process and employment.