Job Title: SVP, Client Success

Location: Remote - US Only

About InMarket

Since 2010, InMarket has been the leader in 360-degree consumer intelligence and real-time activation for thousands of today’s top brands. Through InMarket's data-driven marketing platform, brands can build targeted audiences, activate media in real time, and measure success in driving return on ad spend. InMarket's proprietary Moments offering outperforms traditional mobile advertising by 6x.* Our LCI attribution platform, which won the MarTech Breakthrough Award for Best Advertising Measurement Platform, was validated by Forrester to drive an average of $40 ROAS for our clients.

*Source: Wordstream US Google Display Benchmarks for Mobile Media

About the Role

We are hiring a Senior Vice President, Client Success to own the post-sale engine of the business. This is a single point of accountability for how clients experience us after the contract is signed; across Activation, Measurement, and Audiences.

The right person has scaled a client-facing organization through stage transitions; from heroics to systems and knows how to do it without breaking the relationships that carried the company to this point.

Scope and Structure

Function

What this leader owns

Client Operations

Campaign and program delivery, onboarding, implementation, and QA
Service-level definition and adherence; escalation management
Capacity planning, workflow design, tooling, and automation
Delivery margin and cost-to-serve
Monthly delivery and billing reconciliation

Account Management

Retention, renewal, and expansion across the client base
Account planning, lifecycle touch points, and executive relationship coverage
Growth targets by business line and by account tier
Voice-of-client feedback into product and commercial strategy
Financial data integrity, CRM hygiene, forecasting precision

Cross-Line Integration

One coherent client experience across Activation, Measurement, and Audiences
Shared operating rhythm, definitions, and reporting across all three lines
Partnership with the GMs, Sales, Product, and Tech on joint accountability

Organization

Structure, hiring, leveling, and succession for the combined function
Developing the next layer of operations and account leadership
Culture, retention, and engagement of a client-facing team

Establish the operating system

Define client lifecycle — onboarding, delivery, review, renewal — that works across each of the three business lines, with clear owners and handoffs at every stage.
Establish the metrics that matter and the cadence that enforces them: on-time delivery, client KPI attainment, cost-to-serve, client health, NPS, NDR
Replace heroics with processes where the process is cheaper, and protect heroics where they are the product.
Drive tooling and automation decisions that let the team absorb growth without linear headcount.
Build AI into how the function actually runs, not into a pilot deck. Find the work where it genuinely earns its place — reporting, QA, insight generation, campaign troubleshooting, account research — and get it into production with the team's hands on it.
Set the standard for what good looks like when AI is in the loop: who reviews, what gets checked, and what never reaches a client unread.
Draw the line on what stays human — the judgment calls, the hard client conversations, the relationship work that is the actual product — and hold that line when the efficiency case argues otherwise.

Own retention and expansion

Carry an explicit number for net revenue retention, net dollar retention, and expansion across the book.
Build account planning and strategic business review discipline that surfaces risk early rather than at the renewal date.
Personally hold executive relationships at the largest and most complex accounts, and be the escalation path clients trust.
Partner with Sales on the handoff and on expansion motions, without letting the seam between the two become the client's problem.

Lead and scale the team

Bring two departments (AM and Ops) with different cultures and incentives together into one team with one scoreboard.