SVP, Customer Succes

<h1><strong>About Freestar</strong></h1> <p>Freestar engineers cutting-edge monetization solutions for websites. By combining industry-leading technology, data, and massive scale, we enable busy site owners to seamlessly maximize revenue while freeing themselves of the hassles of ad operations. Publishers then have more time to do what they do best: create content.</p> <h1><strong>Role Overview</strong></h1> <p>Freestar is seeking a strategic and technical SVP of Customer Success to lead our post-sales organization. This person will be the architect of our publisher-facing strategy, primarily focused on driving incremental revenue growth within our existing portfolio through sophisticated yield management and product adoption. The secondary focus is minimizing churn by ensuring unparalleled service quality and technical stability.</p> <p>The SVP will oversee the entire Customer Success management layer, evolving the team into a high-level technical team capable of navigating the programmatic ecosystem's complexities.</p> <h1><strong>Key Responsibilities</strong></h1> <h2><strong>Revenue Growth & Yield Strategy</strong></h2> <ul> <li><strong>Expansion Revenue:</strong> Own the strategy for upsell and cross-sell initiatives across the publisher base, ensuring publishers leverage Freestar's full suite of solutions (video, header bidding, etc.) to maximize their earnings.</li> <li><strong>Yield Leadership:</strong> Partner with Yield Management and Engineering to architect proactive yield strategies that prioritize self-sufficiency and revenue optimization at scale.</li> <li><strong>Strategic Benchmarking:</strong> Utilize industry data to benchmark supply quality and performance, ensuring Freestar remains a "Bellwether" in the programmatic space.</li> </ul> <h2><strong>Retention & Service Excellence</strong></h2> <ul> <li><strong>Churn Mitigation:</strong> Establish rigorous operational standards to identify "at-risk" publishers early and deploy strategic intervention plans to ensure near-zero churn for top-tier accounts.</li> <li><strong>Technical Proficiency:</strong> Drive a new standard for technical proficiency across the team, reducing internal "hops" and escalations by keeping complex troubleshooting at the front line.</li> <li><strong>Executive Escalation:</strong> Serve as the final point of escalation for delicate or high-stakes publisher situations, utilizing high-level temperament and technical skill to resolve complex issues.</li> </ul> <h2><strong>Leadership & Operations</strong></h2> <ul> <li><strong>Manage Manager