Full Job Description

We looking for a Director, Partner Success to lead and scale our Publisher Account Management function.

This is a player-coach role responsible for:

Managing a portfolio of high-value publisher partners
Leading and developing a team of Account Managers
Building and optimizing operational systems, workflows, and CRM processes
Driving retention, growth, and partner satisfaction across all tiers of the business

This role is ideal for someone who thrives at the intersection of strategy, execution, and systems building who wants to have a direct impact on how a Partner Success organization scales.

What You’ll Do

Own Strategic Publisher Relationships

Manage a portfolio of key publisher accounts, acting as a trusted advisor on monetization strategy
Lead high-impact conversations including performance reviews, revenue strategy, and growth planning
Identify and execute opportunities to increase revenue through product adoption, optimization, and demand strategy
Serve as an escalation point for complex partner challenges

Lead and Develop a High-Performing Team

Manage, coach, and develop a team of Account Managers and Account Coordinators
Set clear expectations around performance, communication quality, and strategic output
Drive accountability across team KPIs including retention, responsiveness, and partner satisfaction
Provide ongoing feedback, mentorship, and support to elevate team performance

Build and Scale Operational Excellence

Design and optimize workflows across the Partner Success organization
Own CRM (Hubspot) strategy, including automation, pipeline management, and SLA tracking
Standardize key processes such as:
Account communication cadence
Business reviews and reporting frameworks
Internal documentation and knowledge sharing
Identify inefficiencies and implement scalable solutions that improve team productivity and partner experience

Drive Self-Service and Scalable Growth

Support and expand Playwire’s self-service / SaaS offering
Ensure strong partner adoption, engagement, and performance across self-service accounts
Develop processes that allow the team to efficiently support a high-volume longtail of partners

Oversee Portfolio Performance

Maintain visibility across all account tiers, including longtail accounts
Ensure consistent service quality and SLA adherence across the portfolio
Identify trends, risks, and opportunities across accounts and act proactively

Qualifications

Core Experience

7+ years in digital advertising, ad tech, or publisher monetization
3+ years leading Account Management or Customer Success teams
Experience managing strategic, high-value client relationships
Strong understanding of:
Programmatic advertising ecosystems
Ad Serving platforms (e.g., Google Ad Manager)
Analytics and reporting tools (e.g., Google Analytics, BI platforms)

Key Skillsets

Operator mindset: Proven ability to build and improve processes, not just manage them
Player-coach leadership: Comfortable balancing account ownership with team leadership
CRM expertise: Strong experience with HubSpot or similar platforms, including workflow automation
Data-driven: Able to translate performance data into clear, actionable strategies
Strong communicator: Confident leading both internal and external conversations at a high level

Nice to Have

Experience supporting or scaling a self-service / SaaS customer model
Background in building or transforming Partner Success or Customer Success organizations
Experience working cross-functionally with Product, Engineering, and Revenue teams