At a Glance
- Tasks: Lead and grow the EMEA Customer Success team while managing key client accounts.
- Company: Join Pixability, a leading AI-driven tech company revolutionising video advertising.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Other info: Opportunity to travel across EMEA and collaborate with global teams.
- Why this job: Make a real impact in a dynamic environment with top brands and agencies.
- Qualifications: 6+ years in digital media, with strong leadership and YouTube expertise.
The predicted salary is between 40500 - 49500 £ per year.
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 You Tube 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 Group M, and brands such as KIND, Mc Donalds, 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 You Tube 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 You Tube.
- 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.
Regional Director, Customer Success - EMEA in London employer: Pixability
At Pixability, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the fast-paced world of digital media. Our UK-based team enjoys a vibrant work culture that fosters professional growth through mentorship and hands-on leadership opportunities, particularly in the pivotal role of Regional Director, Customer Success. With a commitment to employee development and a focus on meaningful client relationships, we empower our staff to drive impactful results while enjoying the unique advantage of working with some of the world's leading brands and agencies.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Director, Customer Success - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pixability. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pixability before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Regional Director, Customer Success - EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pixability:Your cover letter is your chance to shine! Tell us why you want to work at Pixability specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pixability!
How to prepare for a job interview at Pixability
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
