SVP, Customer Success

About Freestar 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. Role Overview 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. 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. Key Responsibilities Revenue Growth & Yield Strategy Expansion Revenue: 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. Yield Leadership: Partner with Yield Management and Engineering to architect proactive yield strategies that prioritize self-sufficiency and revenue optimization at scale. Strategic Benchmarking: Utilize industry data to benchmark supply quality and performance, ensuring Freestar remains a "Bellwether" in the programmatic space. Retention & Service Excellence Churn Mitigation: Establish rigorous operational standards to identify "at-risk" publishers early and deploy strategic intervention plans to ensure near-zero churn for top-tier accounts. Technical Proficiency: Drive a new standard for technical proficiency across the team, reducing internal "hops" and escalations by keeping complex troubleshooting at the front line. Executive Escalation: 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. Leadership & Operations Manage Managers: Direct the work of VPs, Directors, and Associate Directors, providing mentorship and guidance to elevate the leadership capabilities of the entire department. Cross-Functional Alignment: Define and refine swimlanes in collaboration with Publisher Support, Onboarding, Demand, Yield, and Engineering teams to eliminate operational bottlenecks. Customer Engagement: Regularly travel to meet with enterprise-level publishers, representing the "voice of the publisher" internally and reinforcing strategic partnerships through high-touch engagement. Qualifications Experience: 7–10 years of experience as a Head of Customer Success or in a senior executive leadership role, preferably within an ad tech company. Industry Expertise: Deep understanding of the programmatic advertising ecosystem, including header bidding (Prebid.js), ad serving mechanics (Google Ad Manager), and Supply Path Optimization (SPO). Yield Strategy: Proven track record of developing and executing yield optimization strategies that drive measurable financial uplift for publishers. Leadership: Demonstrated experience managing a multi-tiered leadership team and scaling technical organizations. Technical Acumen: Ability to simplify complex technical concepts for non-technical stakeholders while maintaining the ability to diagnose issues across web and mobile app environments. Communication: Exceptional verbal and written communication skills with the professional maturity to put high-stakes publishers and internal teams at ease. What You Can Expect Full-time, salaried executive position with a comprehensive benefits package. The opportunity to lead a high-impact team supporting some of the top publishers in the world. A remote-first environment that values ownership, collaboration, and a "publisher-first" mindset.