SVP, Client Success - InMarket

About InMarket

Since 2010, InMarket has been the leader in 360-degree consumer intelligence and real-time activation for thousands of today’s top brands. Through InMarket's data-driven marketing platform, brands can build targeted audiences, activate media in real time, and measure success in driving return on ad spend.

InMarket's proprietary Moments offering outperforms traditional mobile advertising by 6x, and our LCI attribution platform—validated by Forrester to drive an average of $40 ROAS for clients—won the MarTech Breakthrough Award for Best Advertising Measurement Platform.

About the Role

We are hiring a Senior Vice President, Client Success to own the post-sale engine of the business. This is a single point of accountability for how clients experience us after the contract is signed across Activation, Measurement, and Audiences.

The right leader has scaled a client-facing organization through stage transitions—from heroics to systems—and knows how to do it without breaking the relationships that carried the company to this point.

Scope and Responsibilities

Client Operations

• Oversee campaign and program delivery, onboarding, implementation, and QA.
• Define and enforce service levels and escalation management.
• Manage capacity planning, workflow design, tooling, and automation.
• Drive delivery margin, cost-to-serve, and monthly delivery/billing reconciliation.

Account Management

• Own retention, renewal, and expansion across the client base.
• Lead account planning, lifecycle touch points, and executive relationship coverage.
• Deliver growth targets by business line and account tier.
• Channel voice-of-client feedback into product and commercial strategy while maintaining CRM hygiene and forecasting precision.

Cross-Line Integration & Leadership

• Create a coherent client experience across Activation, Measurement, and Audiences.
• Establish a shared operating rhythm, definitions, and reporting across all three lines.
• Partner with GMs, Sales, Product, and Tech on joint accountability.
• Lead structure, hiring, leveling, and succession planning for the combined function.

Establish the Operating System

• Define client lifecycles (onboarding, delivery, review, renewal) with clear owners and handoffs.
• Track key metrics: on-time delivery, client KPI attainment, cost-to-serve, client health, NPS, and NDR.
• Implement AI into operational workflows (reporting, QA, insight generation, troubleshooting) while preserving essential human judgment.

Retention and Expansion

• Carry an explicit number for net revenue retention, net dollar retention, and expansion.
• Establish strategic business review disciplines to surface risks well ahead of renewal dates.
• Personally hold executive relationships at the largest, most complex accounts.

What You Bring

• Learning velocity: Proven ability to step into unfamiliar territory and deliver impact rapidly.
• Depth and credibility: Substantial leadership in either operations or account management at scale, with credibility across both.
• Operational rigor: Data-driven mindset with experience building forecasts, defending numbers, designing workflows, and holding teams to SLAs.
• Applied AI fluency: Direct experience integrating AI tools to streamline client-facing workflows.
• Revenue accountability: Track record of carrying or materially influencing retention, renewal, or expansion targets.
• People leadership: Experience leading teams, including at least one layer of managers, hiring top talent, and managing performance proactively.
• Experience level: Roughly 8–12 years in client-facing operations, account management, or customer success, with at least 3 years leading teams.

Strongly Preferred

• Experience managing a team responsible for $25M+ in annual revenue.
• Background in adtech, martech, data, measurement, retail media, or agency-facing SaaS.
• Experience serving both brands and agencies simultaneously.
• Background operating in multi-product environments and guiding organizations through significant growth or transformation phases.

Benefits

• Competitive salary and stock options
• Medical, Dental, and Flexible Spending Account (FSA)
• Company-matched 401(k)
• Unlimited PTO
• Agile Development Program for professional learning and development
• Paid maternity and paternity leave