Senior Director, Customer Success
The Machine is an enterprise-grade, AI-orchestrated marketing intelligence and operations platform that embeds directly into the tools marketers already use — observing, interpreting, and coordinating action across the marketing toolchain with full governance and auditability. We are looking for a Senior Director of Customer Success to build and lead the post-sale customer organization, owning Account Management, Implementations, and Customer Support as direct reporting functions.
This leader will be responsible for ensuring our Fortune-class clients realize measurable value from a complex, agent-based software system that integrates deeply into their existing workflows and data environments.
WHAT YOU'LL DO
- Account Management through driving net revenue retention, expansion, and executive relationship health across the enterprise book of business
- Implementations with overseeing delivery of new client onboardings, data-source integrations, agent/workflow configuration, and environment provisioning, ensuring repeatable, high-quality time-to-value
- Customer Support by building and scaling tiered support operations (L1–L3) for a platform with deep integrations, governed data pipelines, and autonomous agent workflows
- Cross-functional Feedback Loop by serving as the voice of the customer into Product, Engineering, and Go-to-Market, and then translating field patterns into roadmap input and enablement priorities
WHAT YOU'LL NEED
- Significant leadership experience in Customer Success, Professional Services, or Technical Account Management for enterprise software platforms that are implemented and configured (not self-serve) - e.g., data platforms, integration middleware, workflow/orchestration tools
- Demonstrated comfort with AI/ML-powered products, agent-based architectures, or automation platforms. Able to credibly discuss data pipelines, LLM governance, permissioning models, and multi-system orchestration with technical buyers (CIO, IT, Security)
- Track record of managing or leading TAM/SA teams that support complex integrations, API-driven workflows, and enterprise data environments. Comfortable navigating security reviews, SOC-2 conversations, and procurement scrutiny
- Experience building and managing a multi-function CS org (AM + Implementations + Support) of 15+ people, with clear operating cadences, KPIs, and escalation frameworks
- Proven ability to operate at the CMO / CIO / CISO level in large, matrixed organizations
- Background in martech or adtech platforms (ad servers, DSPs, CDPs, creative ops tools, measurement/attribution systems) or software used directly by agencies
ABOUT US
Born in 2001, Code and Theory is a digital-first creative agency that sits at the center of creativity and technology. We pride ourselves on not only solving consumer and business problems, but also helping to establish new capabilities for our clients. With a global client roster of Fortune 100s and start-ups alike, we crave the hardest problems to solve. We have teams distributed across North America, South America, Europe, and Asia. The Code and Theory global network of agencies is growing and includes Kettle, Instrument, Left Field Labs, Create Group, Current, and TrueLogic.
Striving never to be pigeonholed, we work across every major category: from tech to CPG, financial services to travel & hospitality, government and education to media and publishing. We value the collaboration with our client partners, including but not limited to Adidas, Amazon, Con Edison, Diageo, EY, J.P. Morgan Chase, Lenovo, Marriott, Mars, Microsoft, Thomson Reuters, and TikTok.
The Code and Theory network is comprised of nearly 2,000 people with 50% engineers and 50% creative talent. We’re always on the lookout for smart, driven, and forward-thinking people to join our team.
The target range of base compensation for this role is $180,000 - $240,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and location.