EVP of Customer Success
Role Overview The EVP of Customer Success will lead the full customer value engine across two high impact motions our 1) Performance Strategy (Managed Services) team and our 2) Platform & Customer Success Specialist team. This leader ensures advertisers and agencies get the simplest, smartest, and most outcome-driven experience in AdTech, whether they rely on us to run full-funnel media for them or operate self-serve through our platform. They will unify these models under a single customer value narrative, build an elite team, and serve as a strategic executive partner to enterprise clients. This role is for someone who can elevate our customers’ results, amplify the story of our AI Media Agent, and scale a customer success organization that reflects fullthrottle.ai’s mission: make powerful marketing easy and measurable.
Key Responsibilities
Customer Value Strategy Build and scale a unified Customer Success strategy that aligns both Managed Services and SaaS motions around outcomes, adoption, and customer value. Set north-star KPIs around retention, growth, margin, platform usage, customer health, and media performance. Create a consistent operating rhythm: onboarding, playbooks, training, QBRs, MBRs, roadmap planning, and customer feedback loops. Partner with Product, Sales, and Marketing to ensure customer insights drive platform innovation, GTM effectiveness, and account expansion. Performance Strategy Leadership (Managed Services) Lead a high-performing team delivering media strategy, activation, and attribution for advertisers who rely on fullthrottle.ai as their marketing partner. Ensure operational excellence in pacing, reporting, forecasting, and multi-channel performance. Drive the strategic narrative that connects fullthrottle.ai’s identity graph, audience intelligence, and real-time measurement to revenue outcomes. Create scalable frameworks that improve margins, predictability, and client results across thousands of campaigns. Platform Success Leadership (SaaS CS Specialists) Oversee the team responsible for training, onboarding, and empowering agencies to become experts in fullthrottle.ai’s audience tools, AI Media Agent, and measurement suite. Build curriculum, certifications, and strategic consulting playbooks that help partners drive more revenue and profit from their clients using the platform. Create adoption pathways that increase sophistication with 1P/2P/3P data and ensure sticky, long-term usage. Executive-Level Client Engagement Represent fullthrottle.ai with board-room presence and deep platform knowledge during QBRs, enterprise meetings, and strategic planning. Build long-term client roadmaps that connect outcomes, platform adoption, and performance acceleration. Engage directly with priority accounts to elevate value, solve challenges, and drive renewal and expansion. Team Leadership & Culture Build, mentor, and scale a blended organization of strategists, media operators, analysts, and CS specialists. Establish a culture of outcomes, accountability, excellence, and AdTech simplification. Create dashboards, performance management systems, utilization models, and forecasting routines that scale efficiently. Ideal Profile 10+ years experience leading Customer Success, Client Services, or Account Management teams in SaaS, AdTech, or digital media. Proven ability to run both a software Customer Success motion and a managed-services/media performance organization. Strong knowledge of identity, audience data (1P/2P/3P), attribution, programmatic media, and performance storytelling. Executive presence that commands trust with CMOs, CROs, enterprise partners, and agencies. Operational and financial rigor: margin, staffing plans, forecasting, account growth, and team capacity management. Builder mindset: can create systems, playbooks, onboarding, and scalable frameworks from scratch. What Success Looks Like Both business models (Managed Services + SaaS) run with clarity, predictability, and measurable customer value. Retention improves, expansion accelerates, and customer health becomes more proactive and data-driven. Agencies become true experts in audience strategy, attribution, and platform operations through your team’s enablement. Enterprise clients see fullthrottle.ai as a mission-critical partner and the simplest path to driving performance with first-party data. The organization scales without friction, while maintaining the “AdTech made easy” ethos that differentiates fullthrottle.ai. We are an eVerify employer Apply To This Job