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About the Role
The Senior Director of Global Customer Success (CS) at RZR Global is responsible for transforming global Growth and Account Management functions into a high-performance, consultant-minded engine. This is a Revenue Leadership mandate focused on protecting a global topline revenue base and identifying expansion opportunities within valuable accounts. The role reports directly to the CRO and leads Growth/Account Management teams across the Americas, EMEA, and APAC, focusing on operational excellence and strategic growth.
Responsibilities
- Own the retention of RZR Global's $xxxM topline revenue, maintaining a global churn rate of ≤xx%.
- Implement a tiered, consultant-led account planning strategy to drive an average of xx% Share of Wallet (SOW) growth per quarter.
- Act as the commercial lead for new product launches, ensuring xx.x% of total global revenue is generated from new product innovations.
- Partner with Sales to ensure effective onboarding of non-gaming clients (Fintech, E-commerce, Social Discovery).
- Standardize a global onboarding process to achieve ≥xx% launch accuracy and reduce launch cycle time to ≤x business days.
- Maintain a <x% variance between forecast and actual revenue by enforcing 100% tracking of Account Plans and Quarterly Business Reviews (QBRs).
- Use client health data to identify Product-Market Fit (PMF) and saturate the current addressable market.
- Serve as the primary 'Voice of the Customer' to Product and Ops teams, providing feedback to expand PMF into new segments.
- Implement a global 'At-Risk' monitoring system with documented intervention playbooks.
- Drive 100% adoption of a global coaching cadence for regional leads, focusing on client business outcomes.
- Create and maintain a recurring Enablement Cadence for the global CS team and document 100% of revenue workflows.
- Oversee hiring and ramping of xx key roles globally, ensuring productivity within 90 days.
Requirements
- 8+ years of experience in Customer Success or Account Management within the AdTech/MarTech space.
- At least 5 years managing distributed global teams.
- Deep understanding of the mobile programmatic ecosystem, cross-device marketing, and high-performance UA technical requirements.
- Proven ability to transition a CS team from a reactive/support mindset to a proactive/consultative revenue engine.
- Experience partnering with RevOps to build forecasting models and account planning frameworks.
- Track record of using client data to influence product roadmaps and expand addressable market.
- Exceptional executive presence; able to act as a peer and strategic advisor to C-level stakeholders.
Skills
- Customer Success
- Account Management
- AdTech
- MarTech
- Global Team Management
- Mobile Programmatic Ecosystem
- Cross-Device Marketing
- Technical Requirements of UA
- Revenue Operations
- Forecasting Models
- Account Planning
- Product Roadmap Influence
- Executive Presence
- Client Data Analysis
Location
- San Francisco, CA
Work Type
- Global
- Full-time
Experience Level
- Senior Director
- 8+ years experience
- 5+ years management experience
About the Company
- RZR Global is an AI-driven company specializing in mobile advertising solutions designed to fuel revenue growth.
- We leverage AI to discover audiences in a privacy-first environment through trillions of contextual bidding signals and proprietary behavioral models.
- Our audience engagement platform includes creative strategy and execution.
- We handle 5 million mobile ad requests per second from over 10 billion devices, driving performance for both publishers and brands.
- We are headquartered in San Francisco, CA, with a global presence across the United States, EMEA, and APAC.