Director of Customer Success
About Us
We endeavor to make it simple for every organization to collect data in a 1st-Party context and carefully and compliantly route it to 3rd-Party tools or partners. By eliminating the use of 3rd-party tags and moving digital advertising and marketing server-side, our clients not only keep customer data more private and secure but also see a dramatic increase in website performance, which leads to improved SEO, better return on advertising, and increased revenue.
About The Role
At MetaRouter, our success is measured by the depth of our partnerships. We are looking for a Director of Customer Success with the ability to solve complex problems, counsel executives, and navigate the world’s largest retailers, financial institutions, airlines, and other companies where first party data is a strategic asset.
You will not just manage accounts; you will become a vital extension of our clients' leadership teams. Your goal is to deeply understand their unique business drivers—whether that’s a bank's need for ironclad data privacy or an airline’s drive for real-time personalization—and architect a path for them to achieve those goals using the MetaRouter ecosystem.
Key Focus Areas for Success
- Deep Relationships: Move beyond the "Project Manager" to “Advisor” across the C-Suite, IT, and Marketing departments. You will be responsible for turning MetaRouter from a "tool" into "indispensable infrastructure" that proves value.
- Navigation of Complexity: Guide enterprise clients through the internal technical and political shifts required to move to 1st-party, server-side data environments. You are the steady hand, with deep product and industry expertise, helping them navigate "signal loss" and "privacy-first" marketing.
- The "Growth" Mindset: Identify untapped use cases within the client’s organization. You will listen for business problems that MetaRouter can solve, effectively acting as a bridge between the client’s vision and our Product team’s execution.
Core Responsibilities
- Day to day lead: Function as the day-to-day contact for major enterprises, building trust and rapport while identifying areas of opportunity, highlighting best practices, and maintaining useful documentation.
- Strategic Advisory: Act as a subject matter expert on the intersection of data privacy and marketing technology for enterprise-scale organizations.
- Retention & Expansion Advocacy: Own the long-term health and growth of our highest-value accounts, ensuring churn is mitigated through constant value delivery.
- Internal Product Champion: Distill the sophisticated needs of global enterprises into clear, actionable feedback for the MetaRouter Product and Engineering teams.
- Mentorship & Scale: Set the standard for "Enterprise Excellence" for the rest of the CS team, documenting best practices for managing massive, high-compliance accounts.
Qualifications and Experience:
- 10+ years of professional experience in a high-touch Client Strategy, Management Consulting, or Enterprise Customer Success roles.
- High-Stakes Communication: Exceptional ability to command a room, whether presenting to executives or whiteboarding a technical flow with an Engineering lead.
- Strategic Empathy: The ability to understand the internal pressures and "politics" of a Fortune 500 company and help your champions win internally.
- Excellent written and verbal communication skills
- Experience with Tag Management platforms is preferred
- Experience working with software teams is preferred
- General understanding of Analytics and Reporting use cases, especially for eCommerce websites
- General understanding of Internet Technologies, specifically concerning web and marketing apps
- Ability to read and understand at a high level: YAML, JSON, Javascript, and Lua preferred
Employment Details
- Job Type: Full Time
- Location: Fully Remote
- Salary Range: $180,000 - $220,000
Benefits
- Health/Dental/Vision/Insurance
- 401(k)
- Unlimited Vacation Policy
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