Associate Vice President/Senior Director, Customer Success – Mid-Market

About the Role

We are seeking a process and data-driven Associate Vice President, Customer Success, to manage our rapidly expanding team supporting global mid-market sales accounts out of Gurugram. This operational sales leader will be responsible for driving an organizational design that encompasses the structure, processes, workflows, roles and responsibilities to achieve our business goals. In this role, you will be responsible for building a strong management layer by delegating effectively, establishing clear processes, empowering team leads, and creating a structured environment where employees understand their specific roles and how they contribute to overall department goals. You will collaborate closely with team members and managers to develop actionable performance plans that boost productivity, collaboration, and improve team dynamics.

What You'll Do

Optimize processes, systems, and people:

• Develop and implement a multi-faceted approach focused on process optimization, technology adoption, streamlining workflows, and talent development to enhance the team’s ability to manage more accounts with increased efficiency and impact.

• Develop and implement strategies to increase team productivity and ensure achievement of quarterly top-line revenue targets.

• Prioritize team efficiency by identifying and eliminating bottlenecks in the current workflow, optimizing data management, and automating repetitive tasks.

• Focus on exceeding client expectations through regular check-ins, rigorous performance analysis, cross-functional project management, and attendance at industry events.

Scaling the Mid-Market team:

• As the department scales, foster a strong leadership and management pipeline with clear responsibilities and delegated authority.

• Partner with the Leadership & Development team to create programs designed to equip managers with the skills to lead and motivate teams.

• Ensure managers and employees are aligned with the company’s core values and cultural principles.

• Engage in targeted hiring to identify individuals with the right skills and experience to optimize the team structure.

• Identify potential gaps in skills or responsibilities and address them through training, resource allocation, or task reorganization.

Implement effective communication and collaboration:

• Drive a culture of collaboration and accountability, demonstrating an ability to exceed at partnering cross-functionally, specifically with our Product Management and R&D team to shape the roadmap of features requested by clients.

• Promote a culture of transparency and trust, empowering employees to contribute their ideas and expertise.

• Encourage active listening to identify and break down silos between teams.

• Facilitate the sharing of knowledge, insights, and resources among team members.

Establish clear roles and responsibilities:

• Assess the strengths and areas of expertise within the team and align tasks accordingly to maximize efficiency and capitalize on individual strengths.

• Set clear expectations and engage in continuous feedback, both positive and constructive to promote a culture of development.

• Review and revise job descriptions and team structure as necessary to ensure clarity and alignment with team goals.

Recognize and Reward:

• Utilize PubMatic’s robust rewards and recognition program to motivate top performers and encourage others to strive for excellence.

Provide Support:

• Ensure that Customer Success Operations Managers have the resources and support they need to succeed, including access to product experts, engineers, marketing materials, and training.

Adapt and Evolve:

• Continuously assess the effectiveness of the team and org structure and adjust operations, process, and people as needed.

• Gather feedback from regional CROs to identify areas for business improvement.

• Be prepared to adapt the org structure as the department scales and needs evolve.

We'd Love for You to Have

• 20+ years of overall experience, 13+ years of ad tech experience, and 10+ years of experience managing large-scale operational teams (50+ people) within Programmatic Advertising, Specialized Ad Tech, MarTech, IT, or ITES.

• Proven results in driving operational efficiency and process optimization to streamline workflows and increase productivity.

• Experience scaling a department for implementing and managing significant growth and reducing limitations.

• Ability to assess team dynamics, identify strengths, and align tasks accordingly.

• Strong organizational and problem-solving skills, with a focus on continuous improvement.

• Familiarity with productivity tools and team management software.

• Strong analytical skills to assess team performance and implement data-driven improvements.

• Ability to give and receive constructive feedback in a professional and positive manner.

Qualification:
Degree in Business, Management, or related field (preferred).

Additional Information:

Return to Office: PubMatic employees throughout the global have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Benefits: Our benefits package includes the best of what leading organizations provide, such as paternity/maternity leave, healthcare insurance, and broadband reimbursement. As well, when we’re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches, and much more!

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About PubMatic

PubMatic is one of the world’s leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies, and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.

Founded in 2006 with the vision that data-driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi-screen and multi-format content that consumers demand.