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Director of Customer Success

Ad Operations | Omaha, NE | Full Time

Job Description

About us:

Want to join a company on the cutting edge of technology and travel? Want to be part of a fantastic and fun company that’s revolutionizing the online travel advertising space?

Specializing in traveler path-to-purchase data for over a decade, Sojern is travel's direct demand engine for thousands of brands -- from global enterprises to boutique operators -- across the hotel, airline, cruise, transportation, tourism industries, and more. Analyzing the world's travel intent signals with its proprietary data science methods, the company delivered $10B in generated bookings for its clients to date by activating multi-channel branding and performance solutions on the Sojern Traveler Platform.

Sojern has been called "the most successful Big Data marketer in travel" and earned the fastest growing travel technology company distinction on the Deloitte Technology Fast 500 for 3 years running.  In 2018, Sojern was named one of the best places to work in Omaha. Welcome to our fast-moving, open and collaborative culture.

Recognized on the Top Company Cultures list by Entrepreneur Magazine, Sojern is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, New York, Omaha, Paris, Singapore, and Sydney.


The Job:

As Sojern continues to expand its Property Solutions product suite and client base, Customer Success is absolutely vital to the long-term success and growth of the business.  As such, Sojern is looking for a dynamic and very seasoned leader based in Omaha, Nebraska to create a customer first culture, and continue to form and drive the Customer Success organization.  

The Director will be responsible for managing a high performance organization that supports all of the Americas’ region customer activities necessary to achieve long-term customer loyalty through increased product usage and client satisfaction.  A significant part of this role will be to serve as an advocate and liaison between our customers and all internal Sojern teams.

As the Director of Customer Success you will be at the center of the action, scaling a world-class organization.  To thrive, you must bring multiple years of proven Customer Success leadership, sales acumen, and overall department management experience with proven results.  You deeply understand the nature of the SaaS type customer and what it takes to make them successful. Your years of experience working with all types of clients in a high paced environment has given you a strong perspective on how to build and maintain strong customer relationships.  In addition, you will be a key member of the Americas’ Property Solutions leadership team, helping deliver on the team’s strategy and finding opportunities for continuous improvement.  



  • Develop and lead a world-class Customer Success organization to create best in class customer lifetime value through higher customer retention, product adoption, customer satisfaction, revenue growth, and world-class overall health scores including NPS and CSAT.

  • Works with the Americas’ General Manager to develop annual budget recommendations including service strategies, sales strategies, growth targets, product planning, go-to-market planning, headcount planning, productivity goals, and other expenses.  

  • Build a culture of excellence within the team to exceed company and division revenue growth and customer retention targets.

  • Manage a team of 25+ Customer Success Managers and leaders focused on the Americas region across multiple offices.

  • Transition the Customer Success team from a technical, campaign management focus to one that is more client facing and influential with growth, retention, upselling and cross-selling.

  • Optimize and improve the overall customer lifecycle journey including:  Onboarding, training, standard operating processes, Sojern tools, customer SLA’s, and general customer support.

  • Design and implement processes and formal strategies to effectively support all customers through customer segmentation and measure success through improved customer feedback (NPS and CSAT.) and attainment of customers’ business objectives to increase customer retention rates, increase revenues and reduce churn.

  • Oversee CRM systems and processes ensuring they provide excellent customer service, measure team member productivity and effectiveness, track vital performance KPI’s, and meet optimal SLA’s.

  • Partner closely with internal Property Solutions’ teams including ad ops, sales, marketing and product marketing on all facets of new customer acquisition, onboarding, account growth, revenue growth, retention, and campaign strategies.  

  • Build a world-class, high performing team by leading the hiring, onboarding, development, training, and mentoring of a growing team.

  • Drive product innovation and process improvement to generate efficiencies for Sojern and our clients.



  • Bachelor's degree in Business or related field.

  • 10+ years customer success and/or account management job-related experience.  Internet ad trafficking and campaign optimization experience is a plus.

  • 5+ years experience leading a successful Customer Success organization working with enterprise and/or mid-market customers.  Previous sales team leadership is a plus.

  • 5+ years experience managing and influencing high profile clients in the ad tech environment or  related technology space.

  • Proven strategic thinker capable of managing multiple projects in a fast-paced, deadline-driven environment.

  • An analytical and metrics driven work style.

  • Ability to anticipate and interpret business, partner and client objectives, identify and build next steps, and execute with minimal supervision.

  • Technical skills include experience with at least one DSP,, Google’s G Suite for Business, and MS Office.  DBM and Tableau experience also preferred.

  • Excellent communication and organization skills.

  • Proven track record of exceeding expectations.

  • Ability to travel up to 20% for business purposes.




  • Culture: Our team loves a good time

  • Snacks: Well-stocked kitchen to fill your breakfast, lunch, and snack needs

  • Opportunities: Be part of a growing team with training and support to help you grow

  • Give Back: We give 40 hours a year to volunteer and organize office volunteer programs with local organizations

  • Ownership: Lead innovative and challenging projects

  • Meals: Monthly catered lunches & happy hours

  • Flexible Time Off

  • Wealth: Stock options


At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.