SVP, Customer Success

Role overview

This is a senior leadership opportunity for a Canada-based SVP of Customer Success. The role sits within a fast-growing, technically demanding ad tech environment and focuses on building and scaling the post-sales function. The mandate is to drive customer retention, expansion, and service quality while helping major publisher clients realize stronger monetization outcomes from the platform.

You will combine commercial leadership with technical depth in programmatic advertising. The position also requires close partnership with engineering, yield, product, onboarding, and support teams to improve execution, reduce friction, and deliver measurable revenue results.

Key accountabilities

• Lead the full Customer Success organization with responsibility for growth, retention, and operational discipline across a global publisher portfolio.
• Shape and execute expansion plans that increase adoption of platform features and create upsell and cross-sell opportunities.
• Work with technical and yield specialists to build scalable optimization approaches that improve programmatic monetization.
• Set up proactive churn-reduction processes so at-risk accounts are identified early and addressed with structured intervention plans.
• Act as the senior escalation owner for complex publisher issues, bringing executive judgment and technical understanding to resolution.
• Define team structure, operating standards, and capability-building initiatives that strengthen technical expertise within Customer Success.
• Coordinate across engineering, product, onboarding, and support to improve the customer journey end to end.
• Represent the company in strategic conversations with publishers, including executive stakeholder management and occasional customer visits.

Requirements

• At least 7 to 10+ years of experience in senior customer success, post-sales leadership, or executive operations roles, preferably in ad tech or similarly complex technical environments.
• Strong understanding of the programmatic advertising ecosystem, including header bidding, ad serving systems, supply path optimization, and yield management.
• Demonstrated success in building and delivering retention and revenue expansion strategies with clear business impact.
• Experience leading layered teams, including directors and senior managers, in technical or hybrid organizations.
• Ability to turn complex technical topics into practical business insights for both technical and non-technical audiences.
• Strong communication skills and polished executive presence in enterprise client interactions.
• Analytical approach with the ability to connect performance data to customer outcomes and strategic decisions.

Benefits

• Competitive executive compensation package.
• Health, dental, and vision insurance coverage.
• Remote-first work setup with flexibility.
• Opportunity to lead and grow a high-impact global Customer Success function.
• Exposure to leading enterprise publishers in a dynamic ad tech market.
• Close collaboration with engineering, product, and revenue teams.
• High-ownership leadership role with significant strategic influence.

Additional information

This opportunity is posted on behalf of a partner company, which handles applications and all subsequent hiring steps directly.

Application review is supported by AI-based matching to help shortlist candidates against the role’s core requirements. The shortlisted applications are then shared with the hiring company, which makes the final hiring decisions and manages interviews or assessments.

Privacy notice

By applying, you agree that your personal data may be processed to evaluate your candidacy and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. You may request access, correction, deletion, or objection related to your data at any time.

The hiring process may also use artificial intelligence tools to assist with resume review, response analysis, and consistency checks. These tools support the recruiting team and do not replace human judgment. Final hiring decisions are made by people.

Other information

The role is based in Canada and is remote.