Playwire is looking for a Director, Partner Success to lead and scale our Publisher Account Management function.

This is a player-coach role responsible for:

• Managing a portfolio of high-value publisher partners
• Leading and developing a team of Account Managers
• Building and optimizing operational systems, workflows, and CRM processes
• Driving retention, growth, and partner satisfaction across all tiers of the business

This role is ideal for someone who thrives at the intersection of strategy, execution, and systems building who wants to have a direct impact on how a Partner Success organization scales.

What You’ll Do

Own Strategic Publisher Relationships

• Manage a portfolio of key publisher accounts, acting as a trusted advisor on monetization strategy
• Lead high-impact conversations including performance reviews, revenue strategy, and growth planning
• Identify and execute opportunities to increase revenue through product adoption, optimization, and demand strategy
• Serve as an escalation point for complex partner challenges

Lead and Develop a High-Performing Team

• Manage, coach, and develop a team of Account Managers and Account Coordinators
• Set clear expectations around performance, communication quality, and strategic output
• Drive accountability across team KPIs including retention, responsiveness, and partner satisfaction
• Provide ongoing feedback, mentorship, and support to elevate team performance

Build and Scale Operational Excellence

• Design and optimize workflows across the Partner Success organization
• Own CRM (Hubspot) strategy, including automation, pipeline management, and SLA tracking
• Standardize key processes such as:
• Account communication cadence
• Business reviews and reporting frameworks
• Internal documentation and knowledge sharing
• Identify inefficiencies and implement scalable solutions that improve team productivity and partner experience

Drive Self-Service and Scalable Growth

• Support and expand Playwire’s self-service / SaaS offering
• Ensure strong partner adoption, engagement, and performance across self-service accounts
• Develop processes that allow the team to efficiently support a high-volume longtail of partners

Oversee Portfolio Performance

• Maintain visibility across all account tiers, including longtail accounts
• Ensure consistent service quality and SLA adherence across the portfolio
• Identify trends, risks, and opportunities across accounts and act proactively

Qualifications

Core Experience

• 7+ years in digital advertising, ad tech, or publisher monetization
• 3+ years leading Account Management or Customer Success teams
• Experience managing strategic, high-value client relationships
• Strong understanding of:
• Programmatic advertising ecosystems
• Ad Serving platforms (e.g., Google Ad Manager)
• Analytics and reporting tools (e.g., Google Analytics, BI platforms)

Key Skillsets

• Operator mindset: Proven ability to build and improve processes, not just manage them
• Player-coach leadership: Comfortable balancing account ownership with team leadership
• CRM expertise: Strong experience with HubSpot or similar platforms, including workflow automation
• Data-driven: Able to translate performance data into clear, actionable strategies
• Strong communicator: Confident leading both internal and external conversations at a high level

Nice to Have

• Experience supporting or scaling a self-service / SaaS customer model
• Background in building or transforming Partner Success or Customer Success organizations
• Experience working cross-functionally with Product, Engineering, and Revenue teams