Head of Customer Success

We are seeking a Head of Customer Success to build and lead GSTV's Customer Success function and drive the next phase of post-sale growth across priority advertisers, agencies, and strategic accounts. Reporting to the Chief Revenue Officer, this leader will own the Customer Success operating model, account planning cadence, customer health, renewal and expansion discipline, and the evolution from support-oriented account management to proactive, revenue-driving customer partnership.

The Head of Customer Success will stand up a formal, named function that is distinct from new-logo sales and from pure account coordination. This leader will establish the structure, roles, handoffs, hiring profile, playbooks, commercial KPIs, and operating cadence required to help sellers spend more time in market while Customer Success owns the full post-sale lifecycle: onboarding, education and enablement, performance reviews / QBRs, renewals, upsell, cross-sell, and expansion planning.

This is a high-accountability role for a hands-on, commercially oriented leader who can both build the function and step directly into GSTV's most important accounts. The right candidate combines executive customer presence, media / ad tech fluency, data-driven storytelling, account growth experience, and the ability to coach a team while personally driving strategic account outcomes in the top-account pilot and beyond.

• Customer Success function stood up with clear role definitions, handoffs, coverage model, operating cadence, hiring profile, and accountability mechanisms.
• Top-account pilot launched with named Customer Success leads, clear account plans, shared Sales / CS targets, a cross-functional support model, and learnings to scale to additional priority accounts.
• Revenue growth, renewal performance, net revenue expansion, product adoption, and account penetration improved across priority customers, verticals, channels, and offerings.
• Improved customer health visibility, proactive risk management, Q  / E  consistency, and renewal readiness across strategic accounts.
• Stronger senior-level relationships and multi-threaded engagement with priority advertisers, agencies, holding companies, and strategic accounts.
• Improved seller productivity through tighter post-sale ownership, reduced administrative burden, better team-selling support, and clearer separation between new-logo sales and existing-account growth.
• Seamless alignment across Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Revenue Operations, Finance, and executive leadership.
• A higher-accountability Customer Success culture focused on proactive client leadership, measurable customer outcomes, and revenue impact.

Responsibilities include, but are not limited to:

• Define and lead GSTV's Customer Success strategy as a strategic growth function, not an administrative support model
• Build the customer success operating model across onboarding, education, campaign performance management, QBRs, renewal management, upsell, cross-sell, and account expansion
• Create clear role definitions, handoffs, decision rights, coverage expectations, and account ownership between Sales, Customer Success, Account Management, Commercial Enablement, Product, Insights, Operations, and Revenue Operations
• Design the roadmap from initial account management / administrative relief to mature Customer Success with renewal ownership, growth targets, and client strategy planning
• Partner with commercial leadership to align Customer Success coverage with segmentation, account potential, priority verticals, agency relationships, and FY planning needs

• Serve as the executive Customer Success lead for GSTV's most important advertisers, agencies, and strategic accounts
• Run or co-lead the top-account pilot, beginning with the top 5 to 10 accounts and scaling the model as lessons are proven
• Develop account plans that map customer annual planning calendars, decision-makers, buying centers, event-based campaigns, budget moments, product needs, and growth opportunities
• Partner with sellers in major customer meetings to bring customer context, product / measurement fluency, Q  discipline, and data-driven upsell storytelling
• Drive larger commitments, renewals, expansions, new use cases, incremental product adoption, and broader buying center penetration across existing accounts

• Own the Customer Success management cadence for account health, adoption, campaign performance, renewal risk, expansion opportunity, and executive engagement
• Develop practical mechanisms for customer health scoring, risk identification, mitigation planning, win-back / recovery plans, and renewal readiness
• Define renewal and expansion processes in partnership with Sales, Finance / Revenue Operations, and commercial leadership
• Establish Q  / E …