Head of Customer Success

Head of Customer Success Locala’s omnichannel advertising platform leverages granular insights and cutting-edge AI to help marketers efficiently plan, activate, and measure campaigns personalized to the local consumer. Our platform specializes in transforming complex mobility and consumer data into actionable audience insights, fueling advanced media strategies that consistently deliver smarter business outcomes. Since our inception in 2012, Locala has proudly worked with leading brands across 40 countries. With over 200 employees around the globe, Locala has offices in the United States, France, Belgium, the UK, Singapore, Malaysia, Italy, Canada, and Dubai. We’re looking for a Head of Customer Success to lead the Account Management and Trading teams to deliver exceptional client service, strong campaign performance, and revenue growth. This role partners closely with the VP Sales, Account Director, and Country Manager to strengthen client relationships, drive account expansion, and optimize operational performance. Your Role Will Involve: • Leadership & Culture: Lead, mentor, and elevate the trading and account management teams, fostering a client-focused culture that delivers best-in-class service. • Strategic Alignment: Partner closely with the VP Sales, Account Director, and Country Manager to develop growth strategies, optimize operational performance, and handle commercial negotiations. • Client Strategy & Growth: Draft and present clear, actionable strategic recommendations and media plans. Serve as the senior point of contact to proactively upsell, cross-sell, and drive revenue from existing accounts. • Campaign Excellence: Oversee the end-to-end execution of multi-channel campaigns (Mobile, Desktop, CTV, DOOH), ensuring flawless setup, optimization, and reporting. • Technical Collaboration: Work with traders to troubleshoot issues, implement advanced audience targeting, and maximize campaign performance. • Data-Driven Insights: Establish KPIs, gather client feedback, and leverage internal tools like PlanHat to identify trends, measure success, and inform future strategies. You MUST Have: • 6+ years of experience in digital advertising, adtech, or media, with deep expertise in client services, programmatic trading, and account management. • Strategic Planning: Proven ability to write, structure, and present high-quality strategic recommendations, campaign plans, and business reviews tailored to clients’ goals. • Leadership & Commercial Acumen: Experience building and scaling high-performing teams, combined with a track record of driving revenue growth and improving gross margins. • Stakeholder Management: Exceptional communication skills with the ability to partner seamlessly with the VP Sales, Account Director, Country Manager , and Product teams to drive business success. Department Account Management Locations Milan Remote status Hybrid Applicant tracking system by Teamtailor