Regional Director, Customer Success - EMEA at Pixability in London

Job description

• 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.

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.

Requirements

• What You Bring to the Party
• 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.
• CTV and cross-platform video experience alongside YouTube.
• Experience building or scaling a Customer Success function at distance from headquarters.

Skills

Required

• Leadership and team development
• Client escalation management
• YouTube expertise
• Google Ads and/or DV360
• Programmatic trading
• Data analysis and reporting
• Sales partnership
• Communication and presentation
• AI and automation tools

Preferred

• CTV and cross-platform video experience