Head of Customer Success (Mediation)

BidMachine is looking for a hands-on Head of Customer Success (Mediation) to keep and grow the publishers already running on our mediation platform.

The role brings together Customer Success, Account Management and Technical Account Management across our whole mediation business. Once a publisher is signed and integrated, it's yours. You'll know what each client needs and what competitors are offering them. You'll be their technical counterpart on integration, SDK and performance issues, and work with Product and Engineering on the fixes and improvements that keep them with us. With our most important publishers, you'll build partnerships deep enough for our product teams to build on.

We don't measure success by activity or reports. We measure it by the gross profit your portfolio brings and how efficiently your team delivers it, along with how many accounts you keep and how satisfied publishers are.

You'll lead a small team and work closely with the squads that sign new publishers, so every handover is smooth and nothing gets lost. 

Location: Barcelona, Spain

Responsibilities:

Own the mediation book of business

• Take over every publisher once the growth teams have signed and integrated them, and own the account from then on.

• Be accountable for retention, account health and growth across the whole book.

• Spot accounts that are drifting and act before the publisher does.

Customer success and account management

• Know what each important publisher needs, what they are planning and what competing platforms are offering them.

• Get close to clients in ways that go beyond standard account management: new services, new proposals, events, and the kind of relationship where the client answers when you call.

• Measure satisfaction through customer success surveys.

Technical account management

• Act as the publisher's technical counterpart on integration, SDK and performance issues.

• Translate a client's problem into a clear request for product and engineering, and follow it through to a fix.

Minor product improvements

• Drive the small product changes needed to keep accounts and improve their experience. Larger product work sits with other teams.

Grow gross profit and team efficiency

• Grow gross profit from the existing portfolio.

• Improve gross profit per employee over time by moving rule-based work onto automation and keeping the strongest people.

Lead the team

• Choose the people the work needs, set priorities and coach the team.

• Work closely with the teams that sign new publishers, so handovers lose nothing.

Watch the market and write it down

• Track competing mediation platforms and which of your accounts they target.

• Keep plans, decisions and the state of key accounts written down where the team can see them.

Requirements:

• Supply-side leadership in AdTech. You've led the supply side at an AdTech company with an SDK, working directly with publishers or app developers, not only in account management.
• Client partnerships and account growth. You've built lasting client partnerships and grown existing accounts, and you can say what you did and what changed.

• Technical depth. You're technical enough to read an SDK release, describe an integration problem precisely and challenge an engineering estimate.

• Team and product. You've built a team and turned client needs into product changes that shipped.

• Strong data analysis capability. You feel comfortable with account-level data (requests, fill rate, eCPM, revenue).

• Demonstrated AI experience, required. You use AI tools in your work and can show what they improved and how you checked the output.

Nice to have:

• Mobile Ad Mediation experience, ideally at a platform that grew while you were there.