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Audyence is a high-growth B2B marketing technology company operating a two-sided marketplace that enables marketers to purchase outcomes-based media from premium publishers with transparency and efficiency. The company is backed by industry insiders and trusted by major B2B brands.
This role is the senior leadership position for Audyence's implementation and support function. The core mandate is to modernize and systematize the function as the company scales rapidly. The work currently happens effectively but lacks underlying systems and processes—building those systems is what makes this a senior role.
Key responsibilities include:
**Dual Focus:** You balance hands-on customer work (getting customers live on the platform, unblocking them daily) with strategic process design. You rebuild processes to scale efficiently rather than simply growing headcount. You maintain quality standards while scaling, and you integrate AI and automation where they genuinely improve work quality, not just speed.
**Process Architecture:** Working alongside the VP of Customer Experience, you define how implementation and support operate: onboarding approaches for different account sizes, support queue structure and commitments, knowledge capture and documentation systems, and identification of training gaps versus product gaps.
**Cross-functional Collaboration:** You work with Enterprise Customer Success Managers (CSMs) who own account relationships and commercial forecasts. You own whether the platform functions correctly. Clear boundaries between roles are documented and maintained.
**AI-First Mindset:** Audyence embeds AI at the core of team operations. You already work with AI meaningfully and want to expand that integration. You've redesigned real work around AI tools, accept that the landscape shifts frequently, and adapt proactively.
**Reporting:** You report to the VP of Customer Experience.
The role requires someone who prefers building systems over being the system, is comfortable doing hands-on work while designing scalable processes, and has genuine experience integrating AI into operational workflows.
