Regional Director, Customer Success - EMEA

Pixability · London

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Who We Are

Pixability is the leading AI-driven technology company that empowers the world's largest brands and their agencies to maximize the value of their video advertising across YouTube and CTV. Leveraging its proprietary technology platform and data, Pixability reduces wasted impressions on video campaigns by identifying contextually relevant, brand suitable inventory and maximizes cost efficient outcomes. Pixability's suite of solutions have been used by the top media agencies including Dentsu, Interpublic Group, Omnicom, Publicis, and GroupM, and brands such as KIND, McDonalds, Salesforce and Puma. For more information about Pixability, please visit www.pixability.com.

Role Overview

The Regional Director, Customer Success is the senior-most Customer Success leader in EMEA, owning client health, retention, and service quality for every campaign in the region. This is a player-coach role: you will carry a portfolio of the region's most strategic accounts yourself while leading the regional CS organization (Account Managers, Media Strategists, and offsite Campaign Managers) and serving as the highest point of escalation for clients and internal stakeholders. You will operate as the CS counterpart to the SVP, Sales EMEA, retaining and growing the region through performance, service, and relationship depth, and serve as the region's CS voice at Pixability's US headquarters.

Key Responsibilities

• Lead, develop, and grow the EMEA Customer Success organization (Account Management, Media Strategy, Campaign Management), owning team structure, capacity planning, and a coaching culture from Associate Account Manager through Client Partner.
• Own the regional renewal book end to end, assigning and rebalancing accounts across the team while carrying a portfolio of the region's most strategic accounts personally.
• Serve as the final internal and external escalation point for EMEA Customer Success matters, personally engaging senior clients when warranted, and driving root-cause fixes that rebuild trust rather than just closing tickets.
• Own client health tracking (scoring, sentiment, executive relationship mapping) across the region, turn trends into action plans, and drive retention and growth through performance, in-person engagement, and partnership with Sales on renewals and upsells.
• Partner with the SVP, Sales EMEA on account coverage and pipeline alignment, contribute CS expertise to pre-sale/RFP work, and bring regional market intelligence into GTM planning.
• Lead technical teams (traders, campaign managers) with credibility, holding the bar on optimization, pacing, and QA, and codify SLAs and frameworks that make quality repeatable.
• Speak credibly across managed service, Self+, and self-service engagements, tailoring how value is framed for each and coaching the team to do the same.
• Use AI and automation to surface client health, pacing, and renewal-risk signals, and teach the team to convert alerts into client conversations that drive retention and growth.
• Represent EMEA client needs in product roadmap discussions and provide structured reporting on client health, escalation themes, and capacity to executive leadership.

What You Bring to the Party

Required

• 6+ years in digital media, ad tech, or agency roles, including 2+ years leading and developing teams.
• Demonstrated experience as a senior escalation point for Tier 1 media clients across holding companies, independent agencies, and brands.
• Deep YouTube expertise, including 1.5+ years hands-on-keyboard execution of campaigns in Google Ads and/or DV360.
• Proven ability to lead technical teams, including programmatic traders, with fluency to review campaign performance in detail.
• Experience partnering with Sales on retention, renewals, and expansion in a revenue-accountable capacity.
• Strong data analysis and reporting skills, with the ability to distill data into clear, actionable takeaways.
• Based in the UK, with willingness to travel across EMEA and periodically to the US.

Preferred

• CTV and cross-platform video experience alongside YouTube.
• Experience building or scaling a Customer Success function at distance from headquarters.

Pixability does not accept/pay fees for unsolicited resumes from third-party agencies/vendors

As part of our dedication to the diversity of our workforce, Pixability is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

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