Head of Customer Success (Mediation)

Barcelona, Spain

BidMachine is looking for a hands-on Head of Customer Success (Mediation) to keep and grow the publishers that already run on our mediation platform.

This role combines customer success, account management and technical account management across our entire mediation business. Once a publisher has been signed and integrated, it’s yours: you’ll know what each client needs and what competitors are offering them, act as their technical counterpart on integration, SDK and performance issues, and work with Product and Engineering to drive the fixes and improvements that keep them with us.

Success here isn’t measured by activity or reports. It’s measured by the share of accounts you keep, the gross profit the portfolio brings, how efficiently your team runs it, and how satisfied publishers are.

You’ll lead a small team and work closely with the squads that sign new publishers, so that every handover is smooth and nothing gets lost. 

This is a highly operational role for someone who has managed mediation clients before and knows that standard account management isn’t enough. The largest platforms charge publishers no mediation fee, so clients stay because of the value and the relationship. We’re looking for someone who finds new ways to get close to clients, so they pick up the phone when you call.

Location: Barcelona, Spain

Responsibilities:

Own the mediation book of business

• Take over every publisher once the growth teams have signed and integrated them, and own the account from then on.

• Be accountable for retention, account health and growth across the whole book.

• Spot accounts that are drifting and act before the publisher does.

Customer success and account management

• Know what each important publisher needs, what they are planning and what competing platforms are offering them.

• Get close to clients in ways that go beyond standard account management: new services, new proposals, events, and the kind of relationship where the client answers when you call.

• Measure satisfaction through customer success surveys.

Technical account management

• Act as the publisher's technical counterpart on integration, SDK and performance issues.

• Translate a client's problem into a clear request for product and engineering, and follow it through to a fix.

Minor product improvements

• Drive the small product changes needed to keep accounts and improve their experience. Larger product work sits with other teams.

Grow gross profit and team efficiency

• Grow gross profit from the existing portfolio.

• Improve gross profit per employee over time by moving rule-based work onto automation and keeping the strongest people.

Lead the team

• Choose the people the work needs, set priorities and coach the team.

• Work closely with the teams that sign new publishers, so handovers lose nothing.

Watch the market and write it down

• Track competing mediation platforms and which of your accounts they target.

• Keep plans, decisions and the state of key accounts written down where the team can see them.

Requirements:

• Mediation client experience. You have managed mediation clients in an account management, customer success or technical account management role at a company that runs, or ran, its own mobile ad mediation platform.

• Proven retention and growth of mediation clients. You can describe specific things you did to keep and grow mediation clients, ideally on a mediation platform that actually grew, and what changed as a result.

• Comfortable with product and engineering. You can sit with engineers, understand an integration or SDK problem well enough to describe it precisely, and get a fix prioritised.

• Team leadership. You have led a team, even a small one: chosen people, set priorities and coached them.

• Demonstrated AI experience, required. Practical hands-on use of AI tools in account management or customer success, with the ability to describe the specific workflows you improved, the results delivered, and how you validated the output.

• Strong data analysis capability. You can pull and join account-level performance data (requests, fill rate, eCPM, revenue, SDK versions), check that it is right, find what changed and why, and explain it plainly to a publisher who is not an analyst.

With a powerful product, strong market positioning, and a team that strives for excellence, BidMachine offers a unique opportunity to grow, innovate, and make a tangible impact in the programmatic advertising space.

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