Global Head of Customer Success Engineering

Company at a Glance
OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens.

At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.

OpenX is hiring a Global Head of Customer Success Engineering (CSE) with significant technical & business operations experience in the programmatic ecosystem to join our Commercial Operations leadership team. You will manage OpenX’s Solutions Architects, Support Engineering, and Deal Operations organizations, and will act as the technical backbone behind our customer-facing partners, including publishers, DSPs, and strategic partners.  You will be building world class teams to drive revenue, maximize integration health, and act as the client facing technical expert and thought leader.  The role will report directly to the VP, Commercial Operations. 
We want someone who is deeply technical, highly strategic and business-oriented, and strives to raise the bar across the entire business through thoughtful leadership, critical thinking, and heavy collaboration. You will be a player-coach, with a deep technical understanding of the programmatic SSP landscape with a strong expertise in publisher & DSP OpenRTB integrations across all programmatic channels. You will work closely with almost all OpenX teams, including sales, account management, product, engineering, and legal, as well as directly with our partners. You should be an expert in identifying technical challenges, limitations, troubleshooting, and providing solutions that drive revenue for our partners.  A proven track record of managing technical teams and achieving targets is required.

Key Responsibilities
Lead the Technical Organization Lead the Solutions Architects, Support Engineering, and Deal Operations organizations across global regions. Build your leadership bench, coaching and developing leaders. Run regular 1:1s and set career paths for your direct reports. Act as the technical escalation point for your organizations, as well as the cross-functional orgs you support. Within your teams, you will set priorities, decide what drops, and make sure recurring issues get fixed at the root. Determine clear ownership across key technical initiatives, keeping respective parties accountable across set goals, timelines, and criteria for success. Build proactive monitoring and alerting for integration health, traffic, and revenue so we catch problems before partners do. Own incident response for revenue-impacting issues: coordinate teams, communicate with partners, and run post-mortems that lead to lasting fixes. Push automation and AI to monitoring, troubleshooting, and operational speed. Judge build versus buy against measurable gains in speed, accuracy, and headcount. External Presence & Ownership Lead or support technical conversations with publishers, DSPs, technology partners, and strategic partners regarding integrations, auction mechanics, and revenue performance. Be the senior technical voice in partner and executive meetings. Run the technical side of revenue-critical programs: partner onboarding, CTV and podding, discrepancy investigations, and analytical system tests. Define how success is measured, including net revenue and cloud cost. Support commercial negotiations with accurate data and technical context. Represent OpenX at industry events and panels when relevant. Conduit into Product & Engineering Serve as the primary technical voice between internal business teams or external clients into product and engineering, bringing prioritized requests with business context, urgency level, and revenue or risk attached. Own the escalation path into Engineering for complex integration, data, and auction issues. Identify core gaps in our exchange, such as data ingestion, signal handling, discrepancy and reporting tools, and deal enablement and bring recommended resolution paths. Build repeatable intake and feedback loops with Product and Engineering, like ticket tiering and regular reviews, so issues get resolved by process and not by one person. Translate between audiences: explain engineering constraints to clients and the field, and customer impact to engineers and executives.

Required Qualifications
10+ years in programmatic advertising in a technical role at an SSP, DSP, ad server, or publisher. Deep knowledge of OpenRTB, auction mechanics, and supply paths, including CTV and pod bidding. You can diagnose a problem from bid-level data. Strong sense of ownership and commercial mindset. You must understand how technical decisions affect business outcomes across various KPIs. Track record of working effectively across many teams and regions. Comfort with ambiguity and disagreement. You are able to disagree openly and respectfully, including with senior leaders across Commercial, Product, and Engineering. Ability to demonstrate a record of disciplined prioritization. You triage by revenue, risk, and effort, and communicate clearly what is being worked on and what isn’t. Experience leading global teams across multiple business lines, remits, and focus areas, including hiring, coaching, and developing managers. Comfort being a connector. You see how work in one team affects another, bring people together early, and make sure nothing falls between teams. A product mindset. You can turn recurring issues into a prioritized ask and push back constructively on product and engineering. Practical fluency with AI and automation tools, and the judgment to know where they help and where they don’t.

Pursuant to any state, local ordinance, or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

OpenX is committed to fair and equitable compensation practices. For all applicants, the base salary range is noted above, per year + bonus + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.

A summary of our benefits, which include medical, dental, vision, 401k, equity and more, can be viewed here: https://www.openx.com/company/careers/ A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.

OpenX VALUES
Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do.

WE ARE ONE
We are one team. There are no exceptions. We are a group of strong and diverse individuals unified by a shared mission. We embrace challenges and win together as a team. We respect and care about our colleagues and cultivate an inclusive culture

WE ARE CUSTOMER CENTRIC
We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care.

OPENX IS OURS
We are all owners of OpenX
We all have a voice to improve OpenX
We stake our personal and professional reputations on the excellence of our work
We are not interested in just "doing our jobs"; we take ownership to drive results

WE ARE AN OPEN BOOK
We understand and respect what each of us does. We are eager to teach and share what we know with others, both internally and externally. We are eager to learn from others and we ask questions internally and externally.

WE EVOLVE FAST
We take responsible risks and own and learn from our mistakes. We recognize and repeat success. We actively seek out and provide constructive feedback. We adapt quickly and embrace change. We tackle growth and learning with real urgency. We are endlessly curious.

OpenX TRAITS
Our three traits capture what makes a great team member at OpenX.

HUMBLE
Ideal team players are humble and demonstrate integrity. They put the team's success above their own, share credit generously, and value collective achievements. They are self-assured, open to coaching, and committed to continuous learning.

DRIVEN
Ideal team players are results-driven and motivated. They are curious, always seeking more to do, learn, and take on. As proactive problem-solvers, they take initiative without needing external motivation. They continuously think about the next steps and opportunities for improvement.

SMART
Ideal team players are smart and possess the intellectual acumen to understand the complexities of our organization and industry. They are interpersonally intelligent, good communicators, and exemplify sound judgment in their interactions across the company to foster a collaborative environment.

OpenX is committed to equal employment opportunities.
It is a fundamental principle at OpenX not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.

OpenX Applicant Privacy Policy
Applicants can review our Applicant Privacy Policy at any time by visiting the following link: https://www.openx.com/privacy-center/applicant-privacy-policy/.

Effective Date: November 21, 2024