Vice President, Customer Success Jobs in New York, NY at Integral Ad Science

Title: Vice President, Customer Success

Company: Integral Ad Science

Location: New York, NY

Salary: $250K — $500K+*

Category: Consumer Technology

Job Description

Integral Ad Science is seeking a Vice President, Customer Success in our Customer Operations organization and based in New York. This VP will strategically engage with and manage IAS’s customer relationships with a relentless focus on customer outcomes, net retained revenue and growth, helping customers to achieve their most important business outcomes. He/she will be responsible for tracking and managing the overall health of Americas’ customer relationships and clearly communicate risk to IAS leadership. This VP, Customer Success will report to the Chief Customer Officer.

Essential Duties and Responsibilities:

Own the Americas organization-wide program to transform Customer Success at IAS; drive cross IAS and cross Customer Success initiatives to streamline the overall customer experience at IAS

Provide continuous visibility into the performance and effectiveness of the overall Customer Success function – performing qualitative and quantitative analysis and deriving actionable, data-driven insights for leadership as it relates to overall Customer Satisfaction, Net Revenue Retention and Growth and Customer Success staff efficiency

Help set and champion the overall direction for the global Customer Success organization by working closely with EMEA and APAC Regional counterparts

Assess, optimize and execute broad process changes across IAS and the global Customer Success organization, with a focus on continuous improvement and insight related to the following strategic themes:

Deliberate Customer Engagement

Proactive Customer Health

Strategic Account Planning

Upselling and New Product Adoption

Develop, build, implement and drive global adoption of a consistent Customer Success engagement framework, along with the complimentary next generation systems/tools necessary for IAS to scale the business

Develop, build, implement and drive global adoption of a systematic Customer Health Management Framework, specifying a common framework and management system to respond to the most frequent, high value challenges and issues encountered by the IAS customer base

Develop, build, implement and drive global adoption of a standardized, data-driven approach to Strategic Account Planning efforts for the most critical IAS accounts

In close partnership with Sales leadership, develop, build, implement and drive global adoption of a methodology to drive upsells to new product categories and product adoption and usage

Work with regional VPs and sales leadership to identify potential cross-region synergies

Work with sales operations to provide feedback on Customer Success staff incentive structures

Have the ability to serve as a trusted adviser for senior executives in Customer Operations, Sales and other potential IAS functions

Education and Experience:

10+ years work experience working with stakeholders – internal and external – to help them achieve their desired outcomes; ideally in a customer success and/or top-tier management consulting roe

Strong track record of leading 40+ member teams to achieve strong retained revenue growth rates and high customer satisfaction ratings

Track record of leading transformational initiatives to drive change across complex, global organizations

Experience in analyzing sales and other operational metrics to derive insights for senior executives

Experience in enterprise software industry and AdTech or MarTech

Excellent written, verbal and listening commu…


About Integral Ad Science

Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 17 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies.