Global Head of Customer Success Engineering
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Skills
About the role
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Global Head of Customer Success Engineering based in the United States.
The Global Head of Customer Success Engineering will lead a high-impact technical organization supporting a global digital advertising marketplace. This senior leadership role oversees Solutions Architects, Support Engineering, and Deal Operations, ensuring exceptional technical performance and partner satisfaction. You will act as a strategic bridge between commercial teams, product development, engineering, and external partners. The role combines deep expertise in programmatic advertising with business strategy, operational excellence, and people leadership. You will drive revenue growth, strengthen integration health, and improve technical support through automation and innovative solutions. Working across international teams, you will shape technical strategy, resolve complex challenges, and build high-performing organizations. This is an opportunity to influence business direction while helping advance the future of digital advertising technology.
Accountabilities
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Global Technical Leadership: Lead and develop Solutions Architecture, Support Engineering, and Deal Operations teams across multiple regions. Build strong leadership capabilities, establish clear priorities, coach managers, and create development opportunities for team members.
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Operational Excellence and Performance: Define ownership of technical initiatives, establish measurable objectives, and ensure accountability for deadlines and results. Implement proactive monitoring and alerting systems to identify integration, traffic, and revenue issues before they affect partners.
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Incident and Escalation Management: Serve as the senior technical escalation point for complex issues. Lead responses to revenue-impacting incidents, coordinate internal teams, communicate with partners, and conduct post-incident reviews to implement sustainable solutions.
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Partner Engagement and Technical Strategy: Lead technical discussions with publishers, DSPs, technology providers, and strategic partners. Provide expertise on integrations, auction mechanics, and revenue performance while representing the organization in senior-level partner meetings and relevant industry events.
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Revenue-Critical Program Management: Oversee the technical execution of partner onboarding, Connected TV (CTV) initiatives, podding, discrepancy investigations, and analytical system testing. Establish success metrics that consider net revenue, operational performance, and cloud costs.
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Commercial and Business Support: Support commercial negotiations by providing reliable technical insights, performance data, and recommendations. Identify opportunities to improve partner outcomes and strengthen revenue-generating relationships.
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Product and Engineering Collaboration: Act as the primary technical liaison between commercial teams, external partners, Product, and Engineering. Translate business needs into prioritized technical requirements, communicate engineering constraints, and manage escalations involving integrations, data, and auction-related challenges.
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Technology and Process Innovation: Identify recurring platform limitations and operational gaps, recommending improvements to data ingestion, signal handling, reporting, discrepancy management, and deal enablement. Establish repeatable feedback processes and leverage AI and automation to improve monitoring, troubleshooting, accuracy, and operational efficiency.
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At least 10 years of experience in programmatic advertising, preferably in a technical position within an SSP, DSP, ad server, or publisher environment.
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Deep understanding of OpenRTB, auction mechanics, supply paths, and programmatic advertising infrastructure, including Connected TV (CTV) and pod bidding.
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Demonstrated ability to diagnose complex technical issues using bid-level data and translate tec