Global Head of Customer Success

Scope3 is the industry’s leading collaborative sustainability platform. By modeling the complex digital advertising supply chain, we help brands measure and dramatically reduce digital waste to reduce carbon emissions from advertising and increase the efficacy of advertising investment.

We’re a well-funded startup with an accomplished leadership team — many of whom designed and engineered the digital advertising landscape as we know it today. The company secured $20M in Series B funding led by GV in Oct 2023 (additional investors include Venrock, Rucker Park, Room40 Ventures, and Craft Ventures). Scope3 has significant market traction with more than 70+ customers and is experiencing accelerated growth.

Scope3 is fully remote and largely asynchronous to provide flexible working hours and to operate globally. This is an exceptional opportunity to build a company alongside great people and make a difference in one of the most important issues facing the planet: the climate crisis.
About the role …

Scope3 is on a mission to decarbonize media and advertising.  As someone who cares about the environment, you will be fully responsible for scaling, leading and managing the customer success team to ensure the successful adoption of Scope3 products and solutions as well as the ongoing satisfaction and renewal of our ad-tech customers, globally

Reporting directly to the Head of Global Ad Tech Platforms,this role will be highly influential in driving forward Scope3’s relationships with the world’s largest platforms, publishers and data businesses in the ad-tech ecosystem.  By recruiting an exceptional team and creating scalable processes the Customer Success team will support clients in navigating the complex world of sustainable advertising –  helping them measure and reduce their carbon emissions.  Additionally, the team will ensure monetization of mutually beneficial partnerships with Scope3’s customers.

This is an exceptional opportunity to build a company alongside great people and make a difference in one of, if not, the most important issue facing the planet. 

Key responsibilities include:

Develop and execute a customer success strategy that implements best practices for onboarding, adoption and retention of Scope3’s partnerships across the world’s leading platforms, publisher and data companies. 
Design and implement an organizational structure flexible enough to support the company currently and scale with future growth. 
Identify ways to build the partnerships for mutual success, renewals and revenue. Create and implement scalable processes in support of revenue goals and mission to decarbonize the AdTech Ecosystem.
Establish and grow senior level relationships across the partners and become the trusted go-to resource for any and all partnership needs and information on sustainable advertising.
Recruit, lead and develop a high-performing customer success team, consistent with Scope3’s mission, values and commercial goals. 
Develop and implement a customer health monitoring system to track customer satisfaction, engagement and usage metrics.
Partner with internal teams (commercial, product, marketing and other supporting functions) on behalf of customers, helping solve problems in the short-term while contributing to long-term solutions that can benefit Scope3’s entire book of business.
Be an expert in Scope3’s products. Effectively communicate the company’s mission, value proposition and vision to partners and the industry.
Your Experience:

In depth experience leading an Account Management, Solutions or Customer Success organization, working with global Ad Tech Platforms, Publishers and / or Data Companies
Demonstrated success supporting adoption, revenue growth and renewals in the context of complex partnerships with a consistent track record of meeting and exceeding targets. Sets clear deliverable goals and holds people to account. 
Thorough understanding of customer success methodologies and best practices.
Proven experience developing and implementing efficient/scalable customer segmentation support models
An entrepreneurial leader who’s comfortable with the market and product ambiguity of launching a category, have the ability to prioritize time, attention & resources. 
Understands how to balance structure with flexibility at a startup.
Ad tech ecosystem domain expert. Exceptional working knowledge around ad tech, SSPs, DSPs, data companies and the programmatic landscape.
Have a well-established network and credibility as an industry expert.
Excellent communication skills: writing, collaborating, negotiating, persuading, public speaking and listening.
Our Culture is rooted in …  

A passion for the environment and climate work. We are a mission-driven company, and this is what motivates us to work hard and deliver outcomes for our customers. 
A desire to communicate clearly and empathetically while working asynchronously. We are remote-first and have been operating across time zones from day one, so we do a lot of collaboration using Notion, Miro, and other tools. 
Low tolerance for drama and no nonsense. We celebrate healthy conflict in the workplace, but we focus on the solutions and we move on quickly. 
The ability and accountability to deliver what we promise. We do what we say we will do, and we don’t make promises we can’t keep. 
Experience driving systemic change. Our mission is to decarbonize advertising and this requires a holistic approach to re-imagining and inspiring an industry movement at a global scale.