Summary

GumGum is a contextual-first global advertising technology company that captures people’s attention, without the use of personal data. We believe that a digital advertising ecosystem based on understanding a consumer’s active frame of mind rather than behavior builds a more equitable and safer future for consumers, publishers and advertisers alike. Founded in 2008, GumGum is headquartered in Santa Monica, California and operates in 19 markets worldwide. For more information, visit gumgum.com.

The Director, Customer Success is a senior leader within our North American Growth Organization and is responsible for leading a medium size team to proactively lead and and be accountable for the success of GumGum’s campaigns on behalf of the clients. The team is required to own the client relationship after the initial sale and make sure campaigns are performing, that clients are engaged and excited about the partnership and find opportunities to grow that partnership beyond the initial scope of work.

This role has a significant leadership responsibility and is also responsible for GumGum’s largest and most strategic accounts within the region.

Reporting to the SVP of Customer Success, This role will play a critical part in the transformation of the current organization and must be strong in change management, prioritization and leadership.

Note: GumGum currently operates in a ‘work from home’ virtual environment with sporadic opportunities for in-person business and morale events (health guidelines permitting). There will not be any requirement to go into the office on a daily basis moving forward. GumGum is only open to hiring remote candidates who are residents in the following states: AZ, CA, CO, CT, FL, GA, IA, IL, IN, KY, MA, MD, MI, NJ, NY, OH, OR, PA, TN, TX, UT, VA, WA, and MN. This role requires candidates to work in pacific standard time zone.

Responsibilities

• Customer Success Team Leadership
  • Oversee GumGum Customer Success and team productivity, building a highly inclusive culture, ensuring team members thrive and organizational outcomes are met.
  • Drive effective recruitment, onboarding, professional development, performance management and retention of CS team members.
  • Translate strategy into actionable goals for performance and growth helping to implement division wide goal setting and performance management. 
  • Ensure team members are having the best possible GumGum experience by inspiring managers and holding them accountable to deliver meaningful feedback and coaching to their teams, evidenced by regular feedback requests, 1:1’s, quarterly reviews and recognition. 
  • Maintain career pathing, job descriptions and a blueprint of the team’s structure.
  • Seek out and implement best practices for Customer Success teams through conversations with other CS leaders or groups. 
  • Role Models Company values behaviors and ethical leadership.
• Commercial Delivery
  • Provide exceptional strategic support in driving success to our customers, especially in executive-level customer interactions
  • Achieve significant revenue and retention goals (ie. upsells, cross-sells, renewals)through the upskilling and active performance management of team and individual goals
  • Establish clarity and accountability around a set of key leading and lagging indicators tracking customer health and growth potential: Adoption, Executive engagement, NPS, Risk, etc.
  • Spearhead Customer Success strategy and methodology in region, and build a prescriptive, scalable customer success motion to best support our largest and most strategic customers
• Stakeholder Management
  • Provide campaign performance and customer feedback to internal product teams, acting as the ‘voice of the customer’ and ensuring GumGum’s product roadmap is aligned to market expectations/needs
  • Partner cross functionally with Marketing, Sales and other functions to develop the optimal customer journey, drive deep customer value, create multi-year plans, and increase efficiency Innovate and push the envelope on how we operate; challenge conventional wisdom in the pursuit of continuous improvement
• Be a thought leader within contextual advertising to clients and team of customer success managers

Minimum Qualifications

• 4-year degree or equivalent experience
• 7 years in fast growth tech companies, preferably adtech / martech in a client facing role. At least 5 years in a Senior CS role or equivalent title
• Must have managed medium sized teams (more than 10) to deliver significant revenue against quotas and have a track record of driving performance against goals
• Must have a history working across mid to large, complex, and politically dynamic companies accelerating transformation journeys.
• Previous experience within sales/account management; and/or customer experience/customer success
• Expertise in driving strategic value to customers, and driving revenue growth in partnership with the Sales organization through up-sell and cross-sell
• Must translate complex media ad tech products into easy to understand client use cases
• Must be able to work in close collaboration with cross functional partners (Services, Sales, Support, Education, Product, Operations, etc.) to define the ideal customer journey, value delivery methodology, metrics, and operational models
• Ability to set a vision and pragmatically take a team through a methodical and planned change program
• Fluent with data and confident in making data-driven decisions
• Expert in a wide variety of CS practices and methodologies; enablement-minded
• Excellent leadership and management skills

Benefits & Perks

• Medical Coverage including 100% premium coverage for employee spouse/family 
• Vision Coverage including 100% premium coverage for employee spouse/family
• Dental Coverage including 100% premium coverage for employee spouse/family
• Flexible Spending Account (FSA)
• Employer-Matched 401(k) Retirement Plan
• Life Insurance and AD&D
• Business Travel Accident Insurance
• Short-Term and Long-Term Disability 
• Stock Incentive Program (role dependent)
• Paid Parental Leave - Birth parents can receive up to 16-18 weeks for birth recovery and baby bonding. Non-birth parents can receive up to 10 weeks for baby bonding
• Transitional Return-to-Work Schedule 
• Modern Family Support: Cleo App
• Employee Assistance Program
• Legal and Identity Theft Protection
• Student Loan Repayment Assistance
• WFH Stipend 
• Wellness Reimbursement 
• Flexible Time Off 
• Veterinary Discounts
• WeWork Monthly Pass
• Pet friendly organization - We love our fur babies! Check us out on Instagram @dogsofgumgum
• Incredible work/life balance with a collaborative and friendly work space
• A team that has transitioned to remote work impressively, and remains highly collaborative and connected
• GumGum Gives Back volunteering opportunities
• Virtual company events and (optional) in-person celebrations
• Virtual monthly team bonding events
• Anniversary recognition and awards

Career & Development Focus

• Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
• Opportunities to pursue business related side projects and yearly Hackathon
• Highly encouraged to contribute to open source software, including our own open source software
• Environment of learning from peers, including meetups, presentations and blog posts
• Opportunity to work with cutting edge technology
• Life Skills sessions - geared towards the whole life/ health / person
• Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation 
• The VOICE Coalition - through our council committee, The VOICE Coalition’s mission is to build an equitable, supportive, and inclusive culture where all voices are heard and all differences are celebrated through thoughtful, engaging, and authentic programming and community involvement. We’ve created awareness and appreciation for our employees through Hispanic Heritage month, Women of GumGum, Asian Pacific American, GG Pride, etc.

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