Vidmob
creative data
Director,CustomerSuccess
“Director, Customer Success at Vidmob. Skills: Customer Success leadership, CS process redesign, Client relationship management, Product feedback synthesis, Team leadership, Revenue retention and expansion. Audit, dismantle, and rebuild the client servicing model from the ground up.. Design a scalable, product-led CS motion.”
What You'll Achieve.
Drive business results through improved creative effectiveness.; Design a scalable, product-led CS motion that closes the loop between creative data insights and client outcomes.; Ensure clients experience the platform from onboarding through expansion.; Translate platform complexity into actionable insights for clients.; Move clients from passive viewers to active decision-makers.; Drive retention and expansion.; Own net revenue retention and expansion targets.; Reduce churn before it materializes.; Identify and execute upsell and cross-sell opportunities.; Report on CS health metrics — including Creative Scoring adoption rates, active platform usage, NPS, and time-to-value — to executive leadership.
Industry & Context.
Use data to identify risk, surface opportunity, and tell a compelling story.; Identify gaps between client expectations and platform capabilities, then drive resolution.
What They're Looking For.
Must Have
8+ years in Customer Success, with at least 3 years in a leadership role at a B2B SaaS or data/analytics platform company., A proven track record of building or rebuilding CS processes — not inheriting and maintaining — in a high-growth environment., Deep fluency in enterprise client relationships: brand marketers, creative agencies, or media buyers at Fortune 500 companies., Demonstrated ability to translate complex platform capabilities into clear, value-driven narratives for senior client stakeholders., Comfort operating in ambiguity with a bias toward action — you design the playbook, then run it., analytical instincts: you know how to use data to identify risk, surface opportunity, and tell a compelling story., Experience working cross-functionally with Product, Sales, and Engineering 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 platforms or workflows used by brand, creative, and media teams — across paid social, programmatic, or video., Exposure to AI/ML-powered SaaS products and the ability to communicate their value to non-technical audiences., Prior experience at a Series B–D company navigating the transition from founder-led to process-led CS.
What You'll Do.
and rebuild the client servicing model from the ground up.
product-led CS motion.
Analyze existing CS processes
Design and implement a new client servicing model with clear onboarding journeys
platform adoption milestones
and creative intelligence review cadences.
Establish a scalable tiering framework across client segments.
Build internal infrastructure for CS — workflows
Serve as the primary voice of the client into the product org.
Partner with Product and Engineering to co-develop client-facing materials.
Champion platform adoption.
Identify gaps between client expectations and platform capabilities and drive resolution.
and develop a high-performing Customer Success team.
Define clear role expectations
and career paths for CSMs.
Foster a culture of accountability
intellectual curiosity
and creative data fluency.
Operate as a player-coach
directly managing a portfolio of strategic accounts.
Own net revenue retention and expansion targets.
Develop proactive risk identification and intervention frameworks.
Identify and execute upsell and cross-sell opportunities.
Define and report on CS health metrics.
How You'll Work.
Team & Collaboration
Work cross-functionally with Product, Sales, and Engineering.; Partner with Product and Engineering to co-develop client-facing materials.; Serve as the primary voice of the client into the product org.; Drive resolution of gaps between client expectations and platform capabilities in partnership with Product.; Identify and execute upsell and cross-sell opportunities in close partnership with Sales.
Communication Scope
Translate complex platform capabilities into clear, value-driven narratives for senior client stakeholders.
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