Job Description

About us

TrafficGuard is the world’s first truly omnichannel, full-funnel fraud and invalid traffic solution. Publicly listed on the ASX, TrafficGuard operates in one of the largest addressable markets in digital advertising and provides solutions for one of the largest problems yet to be solved. We provide the technology and data to enable advertisers to maximise efficiency and growth. We have scaled our platform into almost 4,000 advertisers globally (including multiple Unicorns) to enable them to verify their advertising in real-time and find and remove invalid traffic. Along the way, TrafficGuard has picked up numerous awards for both its anti-fraud and optimisation capabilities and has been recognised as one of the most innovative companies in Australia. We are continuing to scale up and are looking to enhance our Customer Success team to support our growth strategy. TrafficGuard has Unicorn potential. Can you be part of the team that gets us there?

About the role

We have an exciting opportunity for a VP, Customer Success to join our team.

Working either in our Singapore office, you will be responsible for growing an innovative and skilled team, in our award-winning company transforming the online advertising ecosystem.

Our Customer Success team are the custodians of the customer relationship with TrafficGuard. The team are relied heavily upon to ensure our customers are happy, that they understand the functionality of our software, are product experts and are the main point of contact with our clients. Their role is imperative and very rewarding – every day is different!

The key responsibilities of the VP, Customer Success Manager will include -

• Building a leading and highly performing Customer Success Team
• Developing the customer success journey and building trust and cultivate relationships from onboarding through to years as customer
• Understand through consultation customers' broader needs & strategy and help them achieve these goals using TrafficGuard products.
• Understand customer outcomes by communicating with customers, analysing health metrics and gathering other feedback.
• Utilize customer feedback and work with the product team to uncover new features.
• Be able to solve problems and propose innovative ideas and solutions to help achieve scalability of the product.
• Monitor customer health and conduct risk assessment & planning where needed
• Effectively communicate and educate customers on TrafficGuard product features and benefits, industry insights and best practices.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Identify new opportunities to upsell & cross sell to existing customers.
• Clearly document communications to customers throughout the lifecycle of the relationship.
• Work closely with the data analyst team for value delivery and realisation.
• Collaborate with the marketing and sales teams in order to facilitate customer growth and milestone achievement.
• Contribute to the continuous improvement of TrafficGuard tools and processes.

Who you are

• 10+ years of account management or customer success experience across AdTech
• Strong people management experience
• A expert knoweldege of the AdTech & MarTech eco-system and relevant platforms
• Strong project management and customer management expereicne
• Process orientated and highly driven

What’s on offer

TrafficGuard is an innovative and progressive company with huge potential. We have a dynamic and energetic employee base, giving you access to some of the best minds in the industry. Working with us gives you access to heaps of benefits including:

• Fully flexible working options.
• Career growth.
• Yearly professional development allowance.
• Yearly wellness allowance.
• Great company culture.
• Regular social activities.
• Competitive salaries.
• The opportunity to work with innovative and dynamic teams.
• The opportunity to be part of our growth and come on this journey with us!