Director, Customer Success - Americas

Who We Are

Osmos, a B2B SaaS company founded by ex-Amazon ad-tech experts, is revolutionizing retail media with an AI-powered operating system that increases retailer profitability (by up to 7% of sales) and delivers superior ROAS for brands. By enabling Tier 1 retailers and marketplaces worldwide to activate more brands and leverage advanced targeting, we help them secure a lasting competitive edge.

Your Impact

We’re seeking a Director of Customer Success to be the trusted partner for our clients and the bridge between Sales, Product, and Support. You’ll advise customers on the best use of the Osmos platform, manage complex enterprise relationships, and continually drive adoption, upsell, and renewal. This is a high-visibility role reporting directly to the CEO of Europe & the Americas, with direct responsibility for quota achievement tied to customer growth and retention.

What You Will Do

• Accountable for the client relationship from contract through implementation, renewal and beyond.
• Develop optimization strategies tailored to each client’s use of the Osmos platform.
• Own a quota tied to adoption, upsell, and retention, ensuring revenue growth within assigned accounts.
• Conduct regular QBRs (Quarterly Business Reviews) to align on performance, showcase ROI, and identify expansion opportunities.
• Act as the primary point of contact for multiple client stakeholders, including senior and executive management.
• Advise customers on best practices and ideal usage of the platform to maximize impact.
• Upsell additional modules and tactics to grow customer revenue and deepen engagement.
• Partner cross-functionally with Sales, Product, and Support to resolve issues and ensure seamless client experiences.
• Be the voice of the customer internally, advocating for their needs and influencing roadmap discussions.
• Drive toward contract renewals, proactively managing account health, adoption metrics, and client satisfaction.
• Quickly become an expert in the Osmos platform, providing training, insights, and strategic guidance to clients.
• Manage large enterprise relationships with professionalism, organizational excellence, and strategic foresight.

You'll Thrive If You Have

• 7+ years of experience in customer success or enterprise account management within SaaS, retail media, ad-tech, or mar-tech.
• Skilled at managing multiple senior stakeholders within large, complex customer organizations.
• Excellent communicator, able to confidently engage with executive-level clients and internal teams alike.
• Highly organized and detail-oriented, with the ability to juggle multiple enterprise accounts.
• Proven ability to upsell, renew, and expand existing customer relationships, meeting or exceeding quota targets.
• Strong analytical and problem-solving skills, with the ability to design and execute optimization strategies.
• Experienced in driving customer adoption and retention through proactive engagement and measurable impact.
• Comfortable leading QBRs and executive-level business reviews, aligning client goals with Osmos.ai’s solutions.
• Thrive in a startup environment—comfortable with ambiguity, quick to learn, and adaptable to shifting priorities.
• Customer-first mindset with the ability to act as a trusted advisor to senior leadership at client organizations

Why Choose Osmos?

• Startup Energy, Enterprise Scale: Fast-paced innovation with global ambition
• Revolutionize Retail Marketing: Be at the forefront of AI-powered solutions
• Meaningful Contribution: Directly impacts major brands' success
• No Red Tape: Autonomy and empowerment to drive results
• Competitive Salary: A strong base salary with above-market performance incentives.
• Comprehensive Health Coverage: Inclusive medical, dental, and vision plans.
• Generous Paid Time Off (PTO): Includes vacation, sick leave, and company holidays.
• Parental Leave: Supportive policies for maternity, paternity, and adoption leave.
• Diversity and Inclusion: A culture that values equity, celebrates individuality, and fosters belonging.
• Flexible Work Environment: Hybrid options to balance work and personal life.
• Team Events: Regular celebrations and gatherings to build camaraderie.