Vice President, Customer Success at Integral Ad Science

| Greater NYC Area
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Integral Ad Science is seeking a Vice President, Customer Success in our Customer Operations organization and based in New York. This VP will strategically engage with and manage IAS's customer relationships with a relentless focus on customer outcomes, net retained revenue and growth, helping customers to achieve their most important business outcomes. He/she will be responsible for tracking and managing the overall health of Americas’ customer relationships and clearly communicate risk to IAS leadership. This VP, Customer Success will report to the Chief Customer Officer.

Essential Duties and Responsibilities:

  • Own the Americas organization-wide program to transform Customer Success at IAS; drive cross IAS and cross Customer Success initiatives to streamline the overall customer experience at IAS
  • Provide continuous visibility into the performance and effectiveness of the overall Customer Success function – performing qualitative and quantitative analysis and deriving actionable, data-driven insights for leadership as it relates to overall Customer Satisfaction, Net Revenue Retention and Growth and Customer Success staff efficiency
  • Help set and champion the overall direction for the global Customer Success organization by working closely with EMEA and APAC Regional counterparts
  • Assess, optimize and execute broad process changes across IAS and the global Customer Success organization, with a focus on continuous improvement and insight related to the following strategic themes: 
    • Deliberate Customer Engagement
    • Proactive Customer Health
    • Strategic Account Planning
    • Upselling and New Product Adoption
  • Develop, build, implement and drive global adoption of a consistent Customer Success engagement framework, along with the complimentary next generation systems/tools necessary for IAS to scale the business
  • Develop, build, implement and drive global adoption of a systematic Customer Health Management Framework, specifying a common framework and management system to respond to the most frequent, high value challenges and issues encountered by the IAS customer base
  • Develop, build, implement and drive global adoption of a standardized, data-driven approach to Strategic Account Planning efforts for the most critical IAS accounts
  • In close partnership with Sales leadership, develop, build, implement and drive global adoption of a methodology to drive upsells to new product categories and product adoption and usage
  • Work with regional VPs and sales leadership to identify potential cross-region synergies
  • Work with sales operations to provide feedback on Customer Success staff incentive structures
  • Have the ability to serve as a trusted adviser for senior executives in Customer Operations, Sales and other potential IAS functions

Education and Experience:

  • 10+ years work experience working with stakeholders – internal and external – to help them achieve their desired outcomes; ideally in a customer success and/or top-tier management consulting roe
  • Strong track record of leading 40+ member teams to achieve strong retained revenue growth rates and high customer satisfaction ratings
  • Track record of leading transformational initiatives to drive change across complex, global organizations
  • Experience in analyzing sales and other operational metrics to derive insights for senior executives
  • Experience in enterprise software industry and AdTech or MarTech
  • Excellent written, verbal and listening communication skills
  • History of collaborating effectively or leading cross-functional teams is a plus
  • Extensive experience with senior-level executive communication; executive presence is critical
  • Experience with Salesforce.com
  • Experience with Account Management/Customer Success tools
  • Experience with BI and other Enterprise Analytics tools
  • Experience with MS PowerPoint and Excel
  • Bachelor's degree, IT or business related field preferred; Masters degree ideal

About Integral Ad Science

Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 18 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies. For more on how IAS is powering great impressions for top publishers and advertisers around the world, visit integralads.com.

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected]

To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlN

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected] We will get back to you if there's interest in a partnership.

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Technology we use

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Location

IAS is based in the West Village, a quiet neighborhood with charming, iconic New York vibes just steps away from the Hudson River.

An Insider's view of Integral Ad Science

What are some social events your company does?

In every city IAS operates in, we have a fantastic summer party and winter holiday party every year. We have happy hours hosted by different teams once a month, and every Friday we have a catered lunch from a great restaurant in the area for the whole office.

Steph

Internal Communications Associate

What makes someone successful on your team?

Success at IAS is built on raising your hand, diving in headfirst, and getting things done. IAS values curiosity, innovation and big thinking. We are results-oriented and move at high velocity as one team.

Steven

Talent Operations Manager

How do you make yourself accessible to the rest of the team?

I have always been a big believer that feedback is a gift. I encourage our employees at IAS to send me ideas directly so that I can hear directly from our employees. I’ve heard some really great ideas already. We actually changed our parental leave policy within the first few weeks I was here because of notes I received from the team.

Lisa

Chief Executive Officer

How has your career grown since starting at the company?

I get a lot of support from my direct manager, and from other managers that have helped me shape my own position and career trajectory based on things that interest me. Within 6 months I was able to shift what I was working on and take on new responsibilities on the specific areas I was interested in.

Khemi

Product Manager, Proprietary Platforms

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, employer 401k match, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Pool Table, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes ___.Our mentorship is part of our Manager Program and Internship Program.
Time allotted for learning
Online course subscriptions available
Customized development tracks
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