Head of Client Success in New York, New York at Destination Media Inc, dba GSTV

GSTV is America’s most engaging on-the-go video network, reaching millions of consumers at a powerful moment—while they’re out in the world and ready to act. Across tens of thousands of fuel and convenience locations, we deliver premium content and data-driven advertising that drives real results for the world’s leading brands.

At GSTV, we’re building at the intersection of media, data, and retail—where attention turns into action. Our team is collaborative, fast-moving, and driven by curiosity, ownership, and a shared ambition to do meaningful work that scales. If you’re energized by growth, impact, and shaping what’s next in media, you’ll feel right at home here.

GSTV Values:

● Growth Focused

● Social Accountability

● Tenacious Behavior

● Valued Actions

Benefits Day One! Medical, Dental, Vision, Paternal Leave, Life Insurance, Accident, Critical Illness, Hospital Indemnity, STD/LTD + Vol Plans., Paid Holidays, 20 PTO days + Sick time, Perks, HSA and FSA and Lifestyle Spending Account (1st of mo after 30 days), 401K Match (90 days).

GSTV offers both hybrid and remote work situations. Candidates located within commutable distance to our New York Office will be tagged to that office and are not currently considered 100% remote.

Job Summary

We are seeking a Head of Client Success to build and lead GSTV's Client Success function and drive the next phase of post-sale growth across priority advertisers, agencies, and strategic accounts. Reporting to the Chief Revenue Officer, this leader will own the Client Success operating model, account planning cadence, client health, renewal and expansion discipline, and the evolution from support-oriented account management to proactive, revenue-driving client partnership.

The Head of Client Success will stand up a formal, named function that is distinct from new-logo sales and from pure account coordination. This leader will establish the structure, roles, handoffs, hiring profile, playbooks, commercial KPIs, and operating cadence required to help sellers spend more time in market while Client Success owns the full post-sale lifecycle: onboarding, education and enablement, performance reviews / QBRs, renewals, upsell, cross-sell, and expansion planning.

This is a high-accountability role for a hands-on, commercially oriented leader who can both build the function and step directly into GSTV's most important accounts. The right candidate combines executive client presence, media / ad tech fluency, data-driven storytelling, account growth experience, and the ability to coach a team while personally driving strategic account outcomes in the top-account pilot and beyond.

What success looks like:

· Client Success function stood up with clear role definitions, handoffs, coverage model, operating cadence, hiring profile, and accountability mechanisms.

· Top-account pilot launched with named Client Success leads, clear account plans, shared Sales / CS targets, a cross-functional support model, and learnings to scale to additional priority accounts.

· Revenue growth, renewal performance, net revenue expansion, product adoption, and account penetration improved across priority clients, verticals, channels, and offerings.

· Improved client health visibility, proactive risk management, QBR / EBR consistency, and renewal readiness across strategic accounts.

· Stronger senior-level relationships and multi-threaded engagement with priority advertisers, agencies, holding companies, and strategic accounts.

· Improved seller productivity through tighter post-sale ownership, reduced administrative burden, better team-selling support, and clearer separation between new-logo sales and existing-account growth.

· Seamless alignment across Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Revenue Operations, Finance, and executive leadership.

· A higher-accountability Client Success culture focused on proactive client leadership, measurable client outcomes, and revenue impact.

Responsibilities

Responsibilities include, but are not limited to:

Client Success Strategy and Function Build

· Define and lead GSTV's Client Success strategy as a strategic growth function, not an administrative support model

· Build the client success operating model across onboarding, education, campaign performance management, QBRs, renewal management, upsell, cross-sell, and account expansion

· Create clear role definitions, handoffs, decision rights, coverage expectations, and account ownership between Sales, Client Success, Account Management, Commercial Enablement, Product, Insights, Operations, and Revenue Operations

· Design the roadmap from initial account management / administrative relief to mature Client Success with renewal ownership, growth targets, and client strategy planning

· Partner with commercial leadership to align Client Success coverage with segmentation, account potential, priority verticals, agency relationships, and FY planning needs

Strategic Account Growth and Executive Client Engagement

· Serve as the executive Client Success lead for GSTV's most important advertisers, agencies, and strategic accounts

· Run or co-lead the top-account pilot, beginning with the top 5 to 10 accounts and scaling the model as lessons are proven

· Develop account plans that map client annual planning calendars, decision-makers, buying centers, event-based campaigns, budget moments, product needs, and growth opportunities

· Partner with sellers in major client meetings to bring client context, product / measurement fluency, QBR discipline, and data-driven upsell storytelling

· Drive larger commitments, renewals, expansions, new use cases, incremental product adoption, and broader buying center penetration across existing accounts

Client Health, Renewals, and Expansion Discipline

· Own the Client Success management cadence for account health, adoption, campaign performance, renewal risk, expansion opportunity, and executive engagement

· Develop practical mechanisms for client health scoring, risk identification, mitigation planning, win-back / recovery plans, and renewal readiness

· Define renewal and expansion processes in partnership with Sales, Finance / Revenue Operations, and commercial leadership

· Establish QBR / EBR standards that connect GSTV's audience, context, measurement, retail media, programmatic, and outcome capabilities to client business priorities

· Translate campaign performance, measurement, closed-loop outcomes, insights, and product capabilities into compelling client growth narratives

Team Leadership and Talent Development

· Build, hire, develop, and retain a high-performing Client Success team with the right mix of strategic account leadership, commercial judgment, product knowledge, analytical capability, and client presence

· Determine the required CSM profiles and seniority levels as segmentation and coverage priorities are finalized

· Coach Client Success leaders and frontline CSMs on account strategy, executive engagement, value-based communication, QBRs, renewal planning, and expansion identification

· Set clear goals, expectations, portfolio assignments, capacity assumptions, KPIs, accountability routines, and performance management standards

· Create a culture of proactive ownership, commercial urgency, client advocacy, cross-functional execution, and measurable business impact

Commercial Operating Model and Cross-Functional Execution

· Partner with Sales, Product / Measurement, Insights, Technology, Platform / Data, Commercial Enablement, Marketing, Finance, and Revenue Operations to improve how GSTV shows up with priority clients

· Build team-selling routines so sellers are supported by Client Success, product, measurement, insights, and data resources in critical client moments

· Create the tools, playbooks, dashboards, meeting cadences, and escalation paths required to operate Client Success with consistency and discipline

· Bring structured voice-of-client insights back into product, measurement, packaging, pricing, sales enablement, and commercial planning decisions

· Help improve seller productivity by moving post-sale administration and account management responsibilities into a scalable Client Success model

Qualifications

Required qualifications include:

· Proven track record building or scaling Client Success, Account Management, Client Success, or post-sale commercial teams

· Demonstrated success growing revenue within existing client relationships through renewals, upsell, cross-sell, product adoption, account planning, and executive stakeholder engagement

· Experience personally leading strategic client relationships and stepping into complex accounts to improve performance, deepen relationships, and unlock growth

· Strong understanding of advertising sales, agency / advertiser dynamics, media buying, retail media, measurement, programmatic, campaign performance, and client value storytelling

· Experience establishing operating cadence, team goals, role clarity, client health processes, QBR standards, renewal discipline, and account planning routines

· Strong people leadership experience, including hiring, coaching, performance management, team development, and building a culture of accountability

· Strong analytical and commercial judgment with the ability to connect Client Success activity to retention, expansion, product adoption, profitability, revenue growth, and enterprise value

Preferred experience:

· Experience in DOOH, retail media, ad tech, media networks, CTV, digital video, location-based media, programmatic advertising, or other technology-enabled advertising platforms

· Existing relationships or strong fluency with senior advertisers, agencies, holding companies, retail media buyers, DSPs, SSPs, and agency trading desks

· Experience operating in a transformation, performance improvement, private equity-backed, lender-sensitive, or high-change environment

· Experience using Salesforce, Tableau, Power BI, or similar commercial / Client Success platforms

· Experience designing Client Success compensation approaches tied to client outcomes, retention, net revenue expansion, product adoption, or renewal performance

· Experience partnering with Product, Measurement, Data, Insights, Revenue Operations, Finance, Commercial Enablement, and executive leadership to improve go-to-market effectiveness

Education and/or Experience

Experience:

· 10+ years of progressively responsible experience in Client Success, Account Management, Client Services, Strategic Accounts, Sales Leadership, Commercial Leadership, media sales, ad tech, retail media, programmatic, or digital advertising, including significant people leadership experience.

Education:

· BA/BS degree or equivalent professional experience.