Associate Director, Customer Success; Commerce & Retail Media

Associate Director, Customer Success (Commerce & Retail Media)

Department:
Go To Market

We are immediately hiring an experienced Director, Customer Success for Commerce & Retail Media to join our team in New York, Chicago or SF/Bay Area.

Reporting to the VP of Commerce Media, this hire will own some of our key existing North America commerce and retail media clients, including Walmart Connect, Albertsons Media Collective, and Kroger Precision Marketing. You will develop strategic partnerships with these clients, and more, to enhance their experience, maximize revenue through Pub Matic tools and solutions, and provide insights and data critical to the customer’s business.

You will work closely with strategic and tactical customer contacts, offering a deep understanding of our product offerings and the dynamic retail media landscape.

You will be responsible for customer success, cross-sells, upsells, and more to achieving quarterly top‑line revenue targets and ensuring we exceed client expectations. Through regular check‑ins, account planning, rigorous performance analyses, and cross‑functional project management, you will act as and be recognized as a commerce and retail specialist and advisor who drives tangible results for our customers.

• Manage a portfolio of high‑spend and high‑potential commerce and retail partners by thoroughly understanding growth drivers, identifying opportunities for expansion, managing risks, and creating multi‑quarter plans for achievement.
• Map clients and create value exchanges across the client organization, exposing new stakeholders to the value Pub Matic offers while gaining adoption of additional and new solutions to further deepen our partnerships.
• Consistently meet or exceed revenue targets, while prioritizing and delivering an outstanding customer experience to our clients.
• Support the Go‑to‑Market efforts of commerce partners, supporting the enablement of our clients and Pub Matic sales teams to support monetization of commerce audiences and inventory.
• Develop a thorough understanding of the business and technical aspects of Pub Matic commerce platforms, tools and solutions.
• Collaborate with specialists, solutions engineers, and product teams to generate business plans, defining business goals, key strategies, and success metrics.

• 5+ years of relevant experience in a Customer Success role, focusing on digital commerce or retail environments, working directly with retailers and commerce companies.
• Familiarity with digital commerce dynamics and relevant industry trends.
• Experience working with e‑commerce platforms and technologies.
• Knowledge of customer engagement strategies and digital sales enhancement techniques.
• Experience growing and managing a team.
• Bachelor’s degree in a related field.

• Flexible, start‑up mindset with proven success in fast‑paced, unstructured environments.
• An ease with communicating to audiences across all levels, from peers to the C‑Suite.
• Operational and process‑development expertise to support growth of this “startup within a larger organization.”

Return to Office
:
Pub Matic employees throughout the globe have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Our benefits package includes paid leave programs, paid holidays, healthcare, dental and vision insurance, disability and life insurance, commuter benefits, physical and financial wellness programs, unlimited DTO in the US, reimbursement for mobile and fully stocked pantries plus in‑office catered lunches 5 days per week.

Pub Matic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.