Customer Success Director responsible for owning and growing relationships with largest advertisers/agencies. Role includes managing business strategy, value realization, risk management, and executive-level client partnerships. Requires 5+ years experience in enterprise client services or account management, strong understanding of performance marketing (retail media, paid search, paid social), and ability to manage multiple strategic accounts. Hybrid work model with 3 days in office per week in New York City. Responsibilities include leading customer meetings, maintaining CRM hygiene, driving growth opportunities, leading Quarterly Business Reviews, and partnering with internal teams. Requires strong communication, problem-solving skills, and comfort using AI tools. Salary range $110,000 - $120,000 plus bonus eligibility.
What you'll do
Own the customer journey end-to-end for your book, business strategy, executive relationships, and risk
Maintain commercial understanding of every account to drive adoption, engagement, and growth opportunities
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Alberta, Canada; British Columbia, Canada; Calgary, Canada; California, United States; New York, US; Ontario, Canada; Oregon, United States; Seattle, United States; Texas, United States; Toronto, Canada; Vancouver, Canada; Washington, United States•13 months ago
Own the customer's value story from discovery through executive communication
Lead customer meetings with structure, executive presence, and follow-through
Own the living success plan translating account goals into measurable milestones, owners, and timelines
Lead Quarterly Business Reviews quantifying impact in real numbers
Maintain a multi-threaded relationship map for every account
Own CRM hygiene and account health accuracy, and manage save plans for at-risk accounts
Partner with Product, Sales, Onboarding, Technical Account Management, and Services to capture market opportunities
Drive joint account planning with Growth Directors and own the talk track for introducing Growth
Advise on publisher and vertical best practices
Ensure purposeful in-person visits with documented outcomes
Act as an escalation point for complex or cross-product issues
Adopt and lead agentic workflow fluency using AI to accelerate preparation, planning, and client-facing output
Requirements
Passion and dedication
Desire to be the best
Ability to work both independently and as part of a team
Strong interpersonal communication skills, in writing and verbally
Proven track record of problem-solving
Results oriented
Ability to thrive in a fast-paced environment with tight deadlines
B.A. or B.S.; MBA preferred
5+ years of experience in enterprise client services, account management, and/or client-facing technical project management
Hybrid work model - 3 days per week required in office
Proven record of owning and growing strategic advertiser or agency relationships, including direct revenue ownership
Strong understanding of performance marketing across ecommerce, search, and social, with hands-on experience implementing and managing digital campaigns
Demonstrated ability to communicate, present, and influence credibly at all levels, including executive and C-suite, with strong listening and storytelling skills
Demonstrated success delivering client-focused, strategic solutions and leading business reviews that generate quantified outcomes and expansion conversations
Comfort using AI tools to accelerate research, prep, and documentation
Ability to manage multiple strategic accounts at once while maintaining strong attention to relationship and CRM detail
Experience with Skai or comparable performance marketing platforms preferred
Willingness to travel up to 20%
Amazon, Google, and/or Meta certifications a major plus
Tech stack
AI toolsSkai platformAmazon certificationsGoogle certificationsMeta certificationsCRM
Benefits
Hybrid work model with 3 days in office per weekAdditional bonus compensation (details provided during recruitment process)Passionate and diverse team membersVibrant company cultureReasonable accommodation for qualified disabled applicants
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Alberta, Canada; British Columbia, Canada; Calgary, Canada; California, United States; New York, US; Ontario, Canada; Seattle, United States; Toronto, Canada; Vancouver, Canada; Washington, United States•13 months ago
