Customer Success Director, Publisher

About Us

Permutive is the data collaboration platform that powers the advertising ecosystem. 

We exist to build an advertising ecosystem that respects and adapts to consumers’ choices around their privacy, and in doing so unlocks enormous uplifts in scale and outcomes for publishers and advertisers alike.

Trusted by 60% of Enterprise Media Companies across the US, EMEA, and LATAM, we work with leaders such as News Corp, Warner Bros Discovery, Hearst, Conde Nast, dmg media, BuzzFeed, and The Guardian. Our technology enables them to drive >$1B in advertising spend across hundreds of millions of users without compromising user privacy. 

Permutive works with many of the largest Advertisers, enabling them to collaborate with Publishers to triple their audience reach and drive a doubling in incremental sales, including with advertisers such as Sky, Dentsu and Apple.

We leverage patented edge technology, AI and cloud collaboration to safely process data where it is, and our platform combines privacy-safe DMP, data clean room, and curation capabilities to unlock unmatched scale and precision for publishers, advertisers, agencies, and retail media networks.

At Permutive, You'll Help Our Customers:

• Achieve Better Outcomes: Leverage our unique position in the ad tech ecosystem to access broader audiences and improve outcomes.

• Boost Sales Significantly: Capitalize on 100% addressability to connect with the 70% of audiences beyond traditional cookies.

• Transform Collaboration Efficiency: Move from lengthy processes to seamless collaboration in minutes.

Join us as a key player in shaping the future of Permutive, backed by leading investors like Softbank and EQT Ventures and recognised as a YCombinator Top 150 company.

About the Role 

Permutive has built an advertiser business that works with some of the most innovative advertisers in the world. Our platform connects brands directly with premium publishers. Using the Permutive infrastructure for data collaboration, we enable audience activation that respects consumer privacy and is non-reliant on an identifier to drive performance.

As Customer Success Director, you will be a senior member of the team in EMEA and actively work to improve internal processes and practices while driving cross-team partnerships with other departments. In partnership with our Account Management team, you will support renewal and upsell opportunities within your account base, and be accountable for Net Dollar Retention. You will also be seen as an example by the rest of the team and will be setting best practices for customer relationships management and an informal leader in the team

What you’ll be doing 

As Customer Success Director, UK you will focus on deepening our strategic relationships with our top tier customers in the UK, some of which have a global presence. You will be tasked with continuously improving client health across our customers. You will support your customers in continuous innovation within the space of their first party audience strategy, lead the innovation process and collaborate with them to maintain their leading position in the advertising market. of their direct sold advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data. 

The customers within your portfolio have been our partners for a long time - your goal should be to continuously identify ways to evolve their strategy and lead a creative process to unlock additional pockets of value for them, deeply solidifying our position as their strategic, long-term partner.

About the Team 

You'll be joining a collaborative, diverse customer success team who are based in London, Paris, and across the United States. We're focused on ensuring our customers meet their organisations' strategic goals while also helping us achieve world-class customer satisfaction and net revenue retention. We're a forward-thinking team who cares deeply about our customers' businesses; we are industry experts and consultants. We are the voice, eyes, and ears of our customers at Permutive, and we work hard to spread customer empathy in all internal teams.

Your day-to-day responsibilities will include:

• Achieving and maintaining high customer health through strategic success and account planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives

• Managing a book of business, comprised of our top tier, strategic customers in the UK, a good number of which run global businesses; deeply understanding their commercial strategy, needs, and pain points; proactively bringing those insights back to the business

• Your book of business will consist of publishers who have been our strategic partners for a number of years; you will be expected to proactively identify ways to advance their first party audience strategy and unlock additional packets of value for them on a regular basis, further solidifying our position as their strategic partner.

• You will proactively support your clients in building and optimising their direct-sold advertising business, and help them go to market through 1-1 and at-scale enablement tactics

• You will build relationships across the customer’s organisation, including senior as well as day-to-day executional stakeholders. You will map the customers’ organisation and look to expand our footprint across geographies and teams

• You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction

• You will act as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features

• You will be a deep industry expert and you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising, data, and privacy

• You will occasionally manage renewal and upsell opportunities within your portfolio, and look to uncover cross-sell opportunities, with the view of expanding this responsibility over time. 

What you’ll need?

You’ll be perfect for this role if you have:

• Worked as a Senior Customer Success Manager, CS Director, or an Account Manager within a SaaS organisation, in the ad tech or mar tech space

• You have significant experience managing large global contracts and navigating complex organisations

• You have a strong track record of driving best-in-class net revenue retention and developing customer advocacy

• You have a proven ability to build senior stakeholder relationships and map complex organisations across geographies and budget holders

• You have a deep understanding of the advertising and media landscape

• You have created and/or delivered frameworks for value delivery, tracked them appropriately, and effectively constructed narratives against them (e.g. in EBRs)

• You are very comfortable working with data - you have the skills to effectively visualize data, draw conclusions, and take action based on those

• You are a self-starter, who is comfortable with ambiguity and enjoys solving new problems. For example, where content or collateral does not exist, you will proactively create it and share it with the rest of the team

We’ll be excited if you also have… 

• Direct experience managing customer relationships with global publishers

What we are offering

We take a structured, objective approach to salary-setting, which is based on market information, our compensation strategy, and your experience and capability assessed through our interview process. For a typical candidate who meets our requirements, we pay a base salary between £80,000 - £100,000 with a 20% performance bonus. 

Benefits

• In this together: As a full-time employee, you'll become a shareholder with stock options, sharing in our collective success.

• Family Comes First: Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.

• Your Time, Your Way: Flexible hours let you fit work around your life, whether it's hitting the gym, meditating, or handling family needs.

• Upgraded Workspace: A £350 budget helps you create the perfect home office setup.

• Recharge & Refocus: Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.

• Grow with Us: Ongoing training and development opportunities fuel your career aspirations. 

• Mental Health Matters: We prioritise your well-being with free access to Spill, our mental health partner.

• Comprehensive Care: Enjoy virtual GP visits, healthcare services, work-life consultations.

• Secure your future: Our pension plan with Penfold helps you secure your financial future (employer contributes 3%, employee contributes 5%).

Work Your Way

Permutive trusts you to manage your time and deliver results. Our hybrid model allows you to choose where you work best, whether in your own productive space or our London (Farringdon) or New York (Union Square) offices. That said, none of us work alone; we are part of a team. 

To foster collaboration and connection, teams in these locations come together in person at least once a week and are encouraged to benefit from being in our offices to meet with teams more often. Commercial and customer-facing teams are encouraged to embrace in-person interactions to build lasting relationships with clients and colleagues. 

Every Permutive employee gets together in person at the company’s Annual Kick Off for a week in February.  Each year’s event promises to be an exciting opportunity for us to come together, reconnect with colleagues, and align on our shared vision for the year ahead.

Diversity, Equity & Inclusion

At Permutive, we’re taking a thoughtful, intersectional, long-term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction.

We’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.