Customer Success Lead/Director - Customer Strategy & Ad Creative Technology About TrafficByIntent We're an AI-powered performance marketing company obsessed with helping brands scale paid search. We're passionate about leveraging cutting-edge SEM strategies and innovative ad creative technology to achieve exceptional results. Our proprietary software and methodologies deploy intent-based search creative at virtually unlimited scale. This, along with enhanced keyword and structure strategies, allows our partners to enter the user search journey at the right time with the right message. Job Description We're seeking a Customer Success Lead to own the customer experience and relationship end to end. This is a player-coach role: you'll be the accountable owner for a book of our most strategic customers, from onboarding and strategy through execution, reporting, and renewal, while mentoring and guiding a team of account managers and setting the playbooks and quality standards the whole team runs on. You'll pair deep, hands-on SEM expertise with the executive presence to lead senior customer relationships, the judgment to develop others, and a bias for turning our proprietary creative technology into measurable results at scale. This is a plug-and-play hire, not a role to grow into. We need someone who has already owned senior customer relationships and led SEM work at scale, and who can step in and operate independently from day one. Key Responsibilities: ● End-to-End Customer Ownership: Own the customer experience and relationship end to end for your portfolio, from onboarding through strategy, execution, reporting, and renewal. ● Strategic Account Leadership: Serve as the senior strategic lead on our highest-value, most complex customers, owning the relationship, roadmap, and results. ● Team Leadership & Mentorship: Act as a player-coach for a team of Customer Success account managers, onboarding new hires, QA'ing their work, and coaching them toward stronger judgment. ● SEM Strategy & Standards: Define and refine the playbooks, workflows, and quality standards the team uses across Google Ads, Microsoft/Bing Ads, and beyond. ● Customer Growth & Retention: Lead senior and executive-level QBRs and strategic reviews, owning retention and expansion across the portfolio. ● Performance & Insights: Own how the team measures and reports on performance, translating complex data into clear strategy for customers and leadership. Secondary Responsibilities: ● Ad Creative Technology: Champion adoption of our proprietary ad creative technology and use it to deploy intent-based creative that drives conversions. ● Process & Enablement: Build the repeatable processes, documentation, and training that keep the team fast and consistent as we scale. ● Cross-Functional Collaboration: Partner with product, engineering, and creative to shape the roadmap and ensure seamless campaign execution. Qualifications: ● Day-One Readiness: You've already done this job and can step in to own senior customer relationships and SEM strategy from day one with minimal ramp. ● Proven SEM Expertise: 7+ years of hands-on experience managing SEM campaigns across Google Ads and Microsoft/Bing Ads, with a track record of results at scale. ● Data Analysis Skills: Advanced proficiency with Google Sheets/Excel for analyzing large datasets and making data-driven decisions. ● Proven Leadership: A track record of directly leading, mentoring, and developing SEM/paid search practitioners. ● Proven End-to-End Ownership: A history of owning senior and executive-level customer relationships as the single point of accountability for outcomes. ● Ad Technology: Hands-on experience with ad technology platforms and a point of view on how to apply them. ● Problem-Solving & Critical Thinking: Ability to break down complex, ambiguous problems and develop effective, scalable solutions. ● Strong Communication & Presentation Skills: Ability to articulate complex information clearly and persuasively to customers and leadership. Bonus Points: ● Google Ads Search certification ● Experience leading or scaling a team within a digital marketing or ad-tech environment ● Comfort operating in a fast-paced, high-growth environment with limitless scale ● Passion for staying ahead of the latest SEM trends and platform changes ● Creative problem solving and a builder's mindset Benefits: ● Fully remote: TXI is a fully remote company ● Work-Life Balance: Enjoy a healthier work-life balance than traditional agencies, with sustainable work practices. ● Leadership & Growth: Own a book of strategic business and help shape the team around it, with a clear path into broader leadership. ● Build a Future: Build a long-term career at a company that's genuinely invested in your growth. ● Collaborative Environment: Join a team that values your ideas and works together toward shared goals. - Comp: $100,000-$120,000 annually To Apply: Please submit your resume and a cover letter highlighting your relevant experience, leadership, and passion for SEM