Kargo

Vice President, Customer Success (Paid Social)

Posted 16 Days Ago

New York, NY

Senior level

AdTech

The Role

The Vice President, Customer Success will enhance client service and experience through staff training, technology improvement, and relationship management. Key responsibilities include managing client satisfaction, delivering work products, driving growth of existing accounts, and collaborating with sales and operations teams to achieve business goals.

Summary Generated by Built In

Kargo creates breakthrough cross-screen ad experiences for the world’s leading brands and publishers. Everyday, our 600+ employees bring the power of their creativity and diversity to radically raising the bar on what mobile, CTV, AI, social, and eCommerce can do to wow consumers and build businesses. Now 20 years strong, Kargo has offices in NYC, Chicago, Austin, LA, Dallas, Sydney, Auckland, London and Waterford, Ireland. Humble brag: In 2024, Kargo was recognized as a Best Place to Work by Ad Age and Built In.

Who We Hire

Success takes all kinds. Diversity describes our workforce. Inclusion defines our culture. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, disability or other legally protected status. Individuals with disabilities are provided reasonable accommodation to participate in the job application process, perform essential job functions, and receive other benefits and privileges of employment.

Title: Vice President, Customer Success

Job Type: Full-time; 3 Days In Office

Job Location: New York, NY

Salary Range: $180,000.00 - $200,000.00 (On Target Earning)

The Opportunity

The Vice President of Customer Success is expected to strategically take our customer success group to the next level of high-touch service through motivational staff training and development, process and technology improvement, external client relations, and acting as the lead stakeholder for all things related to client service and the client experience. Establish and maintain a strong partnership with the clients by ensuring the successful execution of deliverables, providing thought leadership on strategic planning initiatives, and providing overall efficient account management. The role is focused on managing and executing national customer success team goals and objectives through flawless service and delivery on client projects, strategic management of regionalized teams, and building relationships with clients and internal stakeholders.

The Daily To-Do

Own overall client satisfaction and the continuing growth and evolution of clients, accomplished by driving successful delivery of work product, cultivating strong client relationships, and flexibility to manage a strategic book of business when necessary
Build and nurture a network of client relationships with existing customers, so as to stay top-of-mind, be a problem solver, and provide strategic value as a trusted partner
Proactive high-level brand focus, working closely to unify Sales and Operational teams on new objectives, strategies, and business KPIs
Attend, participate in, and drive client-facing events and opportunities to build stronger relationships with teams
Drives growth of existing accounts and may partner with the Sales team in new business development efforts
Manage high-priority clients and escalations until closed and communicated to stakeholders
Own standardizing and continuously evolving the customer success strategy & drive team objectives and initiatives
Oversee and manage departmental resources & tasks as related to demand-side needs
Engage internal departments to deliver high levels of service and output quality
Firsthand experience with direct-sold and programmatic mobile advertising workflow
Expertise in industry jargon and media metrics
Excel and PowerPoint proficient
Implementing performance marketing goals & methods – ROAS, Dynamic Ads, omnichannel strategies, etc
Successfully managed a team of multi-leveled customer success professionals across multiple locations. Create opportunities for growth and development throughout the team; coach and mentor internal team members for career growth
Detail-oriented, with the ability to manage multiple projects simultaneously in a demanding, fast-paced environment

Qualifications

Bachelor’s degree or equivalent experience
10+ years experience in a client-facing role for a media, startup, tech, or digital company
8+ years of paid Facebook advertising & campaign management experience
7+ years of client-facing experience
7+ years of people management experience
Proven track record of overall client satisfaction and the continuing growth and evolution of the clients
Experience managing large, complex, multi-million dollar accounts with strategy, analytics, digital and creative components
Experience hiring, managing, and developing a team of cross-service-line professionals who are responsible for the day-to-day execution of client programs; must thrive on building highly effective teams; possess strong people management skills
Ability to analyze problems and produce a viable solution
Ability to multitask and work well in a fast-changing environment
Excellent written and verbal communication skills
Bachelor's degree required
Detail-oriented, with the ability to manage multiple projects simultaneously in a demanding, fast-paced environment.