Customer Success Director

The company is a leading provider of advertising intelligence, measuring brand and performance outcomes across every media channel to power data-driven marketing decisions. Trusted by 500+ of the world’s largest brands and 150+ agency and media partners, and recognized by Inc., Deloitte, Ad Age, Digiday, Forbes, and Cynopsis, the company is redefining the power of measurement in advertising.

Joining the company Nation means being part of a team that moves fast, thinks boldly, and is passionate about solving meaningful problems. At the company, our day-to-day roles are deeply integrated with AI. We actively empower every team member with cutting-edge AI tools to automate repetitive tasks and streamline workflows, allowing you to focus your energy on high-impact, strategic, and creative problem-solving. Innovation isn't just something we talk about, it's how we operate. We challenge assumptions, embrace new ideas, and continuously push ourselves to build better solutions for our customers and each other.

Our values guide how we work and win together. We believe in winning as one team, fostering a culture of collaboration, trust, and shared accountability. We pursue outsized impact by focusing on opportunities that drive meaningful results for our customers and our business. We champion the customer by putting their needs at the center of every decision and delivering solutions that create real value. And we are relentlessly all in, bringing energy, passion, and commitment to every challenge, every day.

If you're energized by high-growth environments, motivated by AI-enabled productivity, and excited by the opportunity to do impactful work alongside talented, driven teammates, you'll feel right at home at the company.

About the Role

The company is looking for a Customer Success Director to own our most strategic, complex client relationships and to raise the bar for how the entire CS org operates. This is a senior individual-contributor role,— it’s for someone who wants to go deeper on craft, ownership, and impact rather than up an org chart.A CSM Director carries, hand-picked portfolio of the company’s highest-value and highest-complexity accounts (large committed programs, multi-stakeholder enterprise relationships, or accounts navigating significant change), operates with executive-level credibility on both sides of the table, and is looked to internally as a standard-setter: mentoring other CSMs, shaping how the team runs, and representing the voice of the customer in product and process decisions.the company is an AI-native company, and this role sits inside that culture rather than alongside it. We expect a CSM Director to use AI tools to work faster and smarter across the account portfolio, and to bring that same mindset to how the CS org operates and evolves. You'll be someone other CSMs look to not just for client management craft, but for how to fold AI and improve into the day-to-day of the job.

How this role differs from the traditional Sr. CSM

This role is scoped by complexity and influence, not headcount. Portfolio size will typically be smaller than a Senior CSM’s, but each account carries materially higher strategic weight, and the role carries an explicit mandate to improve the team’s collective practice — through mentorship, playbook development, hands-on AI fluency, and being a visible model of what “excellent” looks like against the company’s CSM Core Competency Model.

What you'll own

• Strategic account leadership. Manage a portfolio of the company’s largest and most complex accounts — often multi-year, multi-stakeholder, and revenue-critical. Build and sustain relationships with VP/C-suite champions, not just day-to-day contacts. Own the account strategy (from- to?), not just the renewal.

• Executive-level trust and risk management. Act as the point person when an account is strategically important, contractually complex, or at risk — bringing judgment and calm under pressure that less senior CSMs haven’t yet built. Know when to escalate, when to hold the line, and when to bring in leadership.

• Cross-functional influence. Represent the customer’s perspective internally, in product, sales, and leadership conversations. Partner with Product on roadmap input from your accounts, with Sales on expansion strategy, and with leadership on how the book of business is trending — with enough credibility that your read on an account is trusted without a second opinion.

• AI-forward operating model. The CSM Director demonstrates advanced use of AI in their day-to-day — building custom skills, agents, and artifacts to drive velocity,  client value and efficiency — and sets the example for what AI-native account management looks like across the team.

• Mentorship and barsetting. Coach other CSMs on account strategy, difficult conversations, commercial acumen, and how to put AI to work in their own accounts — informally and through structured mentorship — without formal management responsibility. Model the behaviors the CSM Core Competency Model describes at its highest level.

• Deep domain expertise. Develop and maintain expert-level fluency in the company’s platform, research methodologies, and each client’s industry/business context, so you can act as a genuine strategic advisor rather than a project manager — the person clients want in the room when they’re rethinking their insights strategy, not just running their next study.

• Process and playbook contribution. Identify what’s breaking or missing in how CS operates and build the fix — a playbook, a template, an AI-powered workflow, an escalation path — so improvements outlive your own accounts.

What you bring to the role

• 10+ years in customer success, account management, or a client-facing strategic role, ideally in market research, insights, MarTech, or SaaS

• A track record of owning complex, high-revenue accounts end-to-end, including renewal and expansion of six- and seven-figure relationships

• Comfort operating with VP/C-suite stakeholders and navigating ambiguity, competing priorities, and organizational change on the client side

• Strong commercial acumen — you understand how your accounts’ health connects to revenue, retention, and growth, and you can speak to it credibly with leadership

• Demonstrated, hands-on fluency with AI. You go well beyond prompting a chatbot — you’ve built or configured custom skills, agents, or artifacts that changed how you or your team actually worked, and you bring that same instinct to how you run your accounts.

• A demonstrated pattern of raising the level of people and process around you, even without a title that requires it

• Deep curiosity about the client’s business, not just the company’s product

• Excellent judgment about when to solve something yourself, when to loop in a specialist, and when to escalate

#LI-MV1

At the company, we pride ourselves on having a positive, performance-oriented workplace that includes a flexible hybrid approach, competitive medical benefits, and an amazing vacation policy. Read more about our culture on Glassdoor.

You can learn more about what’s happening at the company by visiting the the company Company Blog.

Perks & Benefits

·100% covered Medical/Dental/Vision for employee, competitive dependent coverage

·Stock options

·401K

·Generous PTO policy

·Team offsites, social events & happy hours

·Life Insurance

·Health FSA

·Catered lunch and fully stocked kitchen

·Paid Maternity/Paternity leave

·Disability Insurance

·Travel Assistance Program

·24/7 Counseling Services offered to Employees

Note: The benefits noted above are for full time US based employees only.

The company is an equal opportunity employer. Discovery, innovation, and growth are possible when we open ourselves to new possibilities, perspectives, and approaches. That’s why, at the company, we welcome, support, and empower individuals from diverse backgrounds. Exceptional teams are rooted in extraordinary people, each with a unique story and a compelling set of skills. The company does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

*Recruiting firms that submit resumes to the company without first entering into a written contract will not be entitled to any compensation on candidates referred by that firm.