Head of Customer Success (Mediation)

BidMachine Exchange – a fast-growing global programmatic exchange built for the future of in-app advertising. BidMachine operates with a strong US foundation and an international presence, with teams across Warsaw, Barcelona, Parkland (FL), and remote experts around the world. We combine deep AdTech expertise, proprietary technology, and a data-driven mindset to deliver transparency, performance, and efficiency in the mobile advertising ecosystem. Why BidMachine? At BidMachine, we are building more than an exchange — we are shaping the infrastructure that powers fair, efficient, and scalable in-app programmatic advertising. Our mission is to create a high-performance marketplace where publishers maximize value and advertisers access premium inventory with full transparency and control. We are proud of our technology, our ambitious vision, and our globally distributed team of talented professionals who continuously raise the bar in AdTech. Here’s what we value, and what we hope you do too: Ownership & Accountability We move fast, take responsibility, and think like builders. Every team member has a direct impact on product growth and market success. Data-Informed Excellence We leverage data to make smarter decisions, optimize performance, and build scalable solutions that deliver measurable results. Innovation & Technical Depth We solve complex programmatic challenges with cutting-edge technology and a deep understanding of the ecosystem. Global Collaboration We work across cultures, time zones, and disciplines — united by shared goals and high standards. Ambition & Impact We are here to build something significant — a best-in-class exchange that competes with the strongest players in the market. 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. BidMachine is looking for a hands-on Head of Customer Success (Mediation) to keep and grow the publishers already running on our mediation platform. The role brings together Customer Success, Account Management and Technical Account Management across our whole mediation business. Once a publisher is signed and integrated, it's yours. You'll know what each client needs and what competitors are offering them. You'll be their technical counterpart on integration, SDK and performance issues, and work with Product and Engineering on the fixes and improvements that keep them with us. With our most important publishers, you'll build partnerships deep enough for our product teams to build on. We don't measure success by activity or reports. We measure it by the gross profit your portfolio brings and how efficiently your team delivers it, along with how many accounts you keep and how satisfied publishers are. You'll lead a small team and work closely with the squads that sign new publishers, so every handover is smooth and nothing gets lost. 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 <ul class="ak-ul" dat