About the Job:

LiveIntent is looking for a Director, Customer Success - Commerce and Retail Media to join our team and help drive strategy with an innovative approach for our customers while delivering a world class experience. In this role, you will use a consultative approach to lead initiatives aimed at maximizing adoption, retention and overall customer lifetime value. As a Director, Customer Success you'll lead and encourage a small team of highly driven Customer Success Managers on our strategic Publisher accounts, implement efficient processes & tools, and design and executive LiveIntent’s customer success strategy.

Responsibilities:

• Desire to be entrepreneurial, building a brand new line of business that will transform LiveIntent’s marketplace position
• Bridge the gap between Supply and Demand by demonstrating the value of first, second and third-party budgets that can be funneled to LiveIntent’s exchange to grow and retain customers
• Manage and inspire a small team of Customer Success Managers
• Proven track record of leveraging existing networks and engaging in efficient contact sourcing to expand existing business 
• Develop a trusted advisor relationship with key CRM, email, growth supply-side stakeholders on the client side, bringing holistic solutions ranging from email intelligence and monetization to identity and data product
• Develop a deep understanding of our customer’s main goals and operational workflow; providing a high level of support and engagement as the strategic advisor
• Assist your team of Customer Success Managers grow their accounts by assisting with up-selling pitches, reaching out to higher level contacts to secure a meeting, asking the tough questions in order to understand the client’s pain points and then surfacing the appropriate solution that would solve each pain point
• Use knowledge of the relevant market and competitors to identify and develop the company’s unique selling propositions and differentiators
• Understanding of OKRS, partner KPI’s and applicable goal setting
• Collect CSM and Customer feedback and communicate patterns to VP, Customer Success 

Qualifications:

• A minimum of 5 years customer success/account management experience with a focus on Retail and Commerce
• A minimum of 7 years experience in the advertising/digital media/publisher/ad-tech space 
• A deep knowledge of Ad Serving, CRM Data/Audiences, Ad Tags, Email Service Providers (ESP), basic knowledge of HTML, and how publishers make money
• Experience managing and motivating a team
• Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately.
• Self-Starter with a strong level of time management skills and the ability to multitask and reprioritize independently
• Exceptional oral and written communication skills

At LiveIntent, we've introduced a hybrid workplace model to be present with one another, share learnings and collaborate through in-office partnerships. Our office is located at One World Trade Center, with easy transportation access and incredible NYC skyline views. For this role, you'll need to join us in the office 2 days per week (Tuesday & Wednesday), but not every week is needed, you'll also get at least one “Work from Anywhere” week each month to enjoy some flexibility.

We support employee health and wellness by providing:

• Comprehensive medical, dental, and vision coverage through two different providers with many plans being offered with 100% premium coverage for individuals and families, along with access to our 24/7 telemedicine provider Eden Health
• Flexible PTO - We believe that time off to rest and recharge is important to all our employees and benefits everyone
• One work from anywhere week each month to enjoy flexibility 
• Summer Fridays - Early dismissal to kick off your weekend
• Access to BetterUp Care which focuses on the importance of mental fitness by providing confidential coaching and support to help build resilience and sustain well-being as we all navigate the ups and downs of work and life
• Monthly wellness expense to use towards gym membership, subscription plan, fitness classes, or personal wellness
• WFH expense reimbursement to ensure you are set up for success 
• 12 weeks of 100% paid parental leave from day one of employment for the birth or adoption of a child
• Access to Alma and our Employee Assistance Program which offers confidential assessments, short-term counseling, referrals, and follow-up services to employees
• Voluntary benefits such as Critical Illness, Accident and Hospital Indemnity Insurance, Pet Insurance and Identity & Fraud Protection
• 401k program

We foster belonging, inclusion, and diversity (BID) to help you live your best work life with a common goal of creating a safe space for each other, spreading education, awareness, discussion, and supporting people throughout LiveIntent + beyond through:

• Mid-year and annual performance and compensation review process
• BID Framework which includes a diverse group of panel leaders, advocates, culture squad members, DEI Executive Committee, and six employee-led resource groups: Asian Alliance at LiveIntent, BlackIntent, Juntos, Parents of LiveIntent, PrideIntent, & Women with Intent
• Educational Sessions
• Weekly and quarterly employee engagement activities 

About LiveIntent:

LiveIntent, one of the world’s largest people-based marketing platforms, connects 2,500 publishing and advertising brands with over 250 MM verified people every month across all types of media. With the anonymized email address at the center of its industry-leading identity graph, LiveIntent provides brands with solutions that help them monetize, acquire, and retain real people, even where cookies don’t work. LiveIntent enriches a brand’s data, making it possible for them to deepen their understanding of their audiences, and more effectively market to people wherever they are present and paying attention. LiveIntent has offices located in New York, Berlin, and Copenhagen.

Instilling diversity, a sense of belonging, and empowerment into LiveIntent’s culture, core values, and vision is core to our success. Our ERG framework and DEI Executive Committee gladly supports several communities such as the Asian Alliance at LiveIntent, BlackIntent, Juntos, Parents of LiveIntent, PrideIntent, & Women with Intent which provide individuals at the organization the chance to voice their opinions and feel heard in a space that is safe and welcoming.

LiveIntent is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, height, weight, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

The base salary for this position begins at $125,000 with a maximum salary opportunity of $160,000. When determining compensation for roles, we look at the qualifications needed for the position along with the mix of required and preferred skills/experiences, market data, and existing team equity. We rarely hire an individual into a position at the top of the salary band due to the belief that we are hiring people into roles that also challenge them to learn and grow. The band highlights that potential. We put an emphasis on growth and development through our performance and compensation reviews 2x a year in parallel with ongoing conversions with your manager throughout the year.

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