Summary

GumGum is a global technology and media company specializing in contextual intelligence. For over a decade, we have applied our proven machine learning expertise to extract value from digital content for the advertising industry. The company’s contextual advertising engine, Verity™, comprehends the meaning of text, images and video online, allowing marketers to safely and precisely place ads where people are most engaged. Combining that contextual targeting and brand safety intelligence with proprietary high-impact ad formats, GumGum’s advertising solutions deliver industry leading efficiency, accuracy and performance.

The Director of Customer Success is responsible for driving the successful adoption and growth driven by our GumGum Verity platform.  This role will partner with our publishers, brands, agencies and platform clients in how to maximize their return on investment from the Verity platform.  As the first hire in the Verity Customer Success department, this role will play a key role in developing the onboarding and training practices to ensure that clients successfully launch and ultimately leverage the Verity platform. 

This position will lead the engagement, success, retention and growth of Verity customers. They are the voice of the customer while connecting with every function in the organization. This role understands the realities of our customer’s business and innovate on the best way for Verity to become an integral and impactful part of our clients’  businesses.

Responsibilities

• Lead the successful onboarding of Publisher, Brand, Agency and Platform (DSP/Exchange) customers
• Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
• Define and optimize the life cycle for our customers including processes and touchpoints from implementation to renewal
• Be a trusted advisor to key client stakeholders in contextual, brand safety, and new technologies related to Verity
• Monitor and report on the progress and ‘health’ of all Verity customers across the organization
• Conduct regular customer quarterly/monthly reviews with key stakeholders at customer
• Partner and collaborate with Sales leadership to develop an account engagement strategy that harmonizes the Customer Success team’s focus on account health, with the focus of the sales team on increasing account revenue
• Synthesize customer feedback and identify key opportunities based upon Enterprise needs to influence product strategy and direction
• Collaborate effectively with cross-functional partners (Sales, Product, Marketing, Engineering, Operations) to drive success for our customers and Verity
• Forecast and track all upsell opportunities with customers and shared pipelines and bookings with partners (DSPs/Echanges)
• Analyze and understand customer churn and work to implement solutions to remedy
• Deliver regional targets and key metrics through operational excellence

Minimum Qualifications

• Bachelor's Degree or equivalent experience required
• 7+ years of experience in Customer Success ideally within a B2B SAAS organization. Demonstrated achievement in leading and managing SAAS customer success and/or account management teams and customer relationships
• A focus on outcomes with the strong ability  to drive team goals to align with company goals
• Thrive in a customer setting, actively seeking out opportunities to network and connect with customers 
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
• A proven track record of aligning team members, processes, and systems to drive customer loyalty
• Experience implementing and using a Customer Success software tool a plus
• Ability to act as an evangelist for the product in market, capturing the hearts and minds of influential decision makers 
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• Ability to catch the vision and direction of the product and pragmatically execute to deliver results
• Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
• High EQ and excellent interpersonal skills

Benefits & Perks

• Competitive health, vision and dental benefits
• Healthcare including 100% coverage for Employee + Spouse/family 
• Dependent care FSA
• Employer-matched 401(k) plan
• Stock incentive program (role dependent)
• Paid parental leave
• Goodly - student loan contribution plan
• WFH monthly stipend 
• Anniversary recognition and awards
• Fitness reimbursement and wellness workshops
• Discounted Pet Health Program
• Flexible time off and work schedule
• Dog-friendly HQ office - 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
• Team building lunches and events, and monthly company celebrations
• Virtual monthly team bonding events

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.

Return to office: Our big vision for our futuristic “Farmhouses” in 2022!

• Offices will now be referred to as the “GumGum Farmhouse” -- a futuristic space centered around a bigger purpose: flexibility, sustainability, community, and growth!
• GumGum will continue to be a flexible/remote-friendly environment, however, offices will re-open in 2022 for any employees who choose to come in to collaborate, participate in an event, host your clients, contribute to our growing of plants/herbs/vegetables/etc.

Our Values…

Thoughtful…We listen to understand different perspectives, show everyone respect, and relentlessly seek solutions for our clients (internal and external)

Agility…We are quick, nimble, and change direction gracefully, while maintaining control.

Grit…We bring energy and perseverance to everything we do.

Our Culture...

GumGum recently earned LA’s Best Places to Work Award in 2021 by BuiltInLA, and Inc. Magazine’s Best Places to Work in 2020 and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed. 

Check us out on Instagram: @gumgum