Director, Client Success

MadHive is a thriving and rapidly growing tech start-up based in NYC. This position is a rare opportunity to join a fast-paced Customer Success organization. The role entails account management, platform solution, advisory services and support rolled into one solution.

The ideal candidate is fluent in the current ad-tech ecosystem, understands the opportunity before us to transform it, and can balance delivering short and mid-term client goals while staying the course to own or transform parts of the market long term.

He or she is comfortable navigating ambiguity, fearless in creating opportunity, and eager to drive our current and future success as we help the industry evolve.

The successful candidate should be able to work a hybrid schedule out of the MadHive headquarters in NYC.

What you will do:

• Lead internal team in creating account plans for lighthouse / strategic accounts with actionable plans to drive revenue.


• Provide strategic recommendations to teams on client development in the first 30, 60, and 90 days of client relationships


• Provides general oversight/direction during the campaign setup process


• Support and/or lead cross-functional organizational initiatives related to key client accounts


• Work cross-functionally across product, engineering, marketing, and finance teams to ensure client needs are met


• Provide an escalation path for Customer Service Managers (CSMs) to proactively resolve client issues


• Develop a team playbook and form a strategy to drive proactive client engagement to communicate new features, optimizations, and opportunities.


• Coaching and training CSMs and CSAs on ways to provide continual client education around capabilities, engagement tactics, new features, product usage, process, etc


• Keeping team morale high with regular engagement, a pulse on the team's day-to-day, and helping plan and coordinate team-building activities.

Who you are:

• 5 years of experience in a client-facing role within online advertising at an online publisher, ad network, ad exchange, ad server, or DSP.


• Bachelor's Degree in a related field (Marketing, Advertising, Business, or Stats preferred)


• Fluency in the current ad-tech ecosystem and the opportunity before us to simplify it.


• Ability to clearly and concisely communicate abstract, technical concepts in the context of their business value to non-technical stakeholders.


• Experience with OTT streaming video (avid streamers a plus) and linear TV, as well as the planning, buying, and measurement processes across both.


• Experience structuring teams as well as hiring, managing and mentoring them.


• Experience developing and implementing the "right amount" of process to ensure adoption.


• Desire to roll up your sleeves, foster a culture of accountability, drive success and change an industry.