Customer Success Director responsible for owning and growing relationships with largest advertisers/agencies. Role includes end-to-end customer journey management, business strategy, executive relationship management, risk management, and driving retention and growth in Retail Media, Paid Search, and Paid Social. Requires 5+ years experience in enterprise client services or account management, strong performance marketing knowledge, executive communication skills, and ability to manage multiple strategic accounts. Hybrid work model with 3 days in office. Salary range $110,000 - $120,000 plus bonus eligibility.
What you'll do
Own the customer journey end-to-end for assigned accounts including business strategy, executive relationships, and risk management
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; Seattle, United States; Toronto, Canada; Vancouver, Canada; Washington, United States•14 months ago
Own the customer's value story from discovery through executive communication
Lead customer meetings with structure, executive presence, and follow-through
Maintain and review living success plans with measurable milestones quarterly
Lead Quarterly Business Reviews quantifying impact in financial and strategic terms
Maintain multi-threaded relationship maps for every account with documented executive sponsors
Ensure CRM hygiene and account health accuracy, activate save plans for at-risk accounts
Partner with Product, Sales, Onboarding, Technical Account Management, and Services to coordinate larger initiatives
Drive joint account planning with Growth Directors and introduce Growth into relationships
Advise on publisher and vertical best practices for maximizing advertiser and agency results
Ensure in-person visits have clear purpose and documented outcomes
Act as escalation point for complex or cross-product issues
Adopt and lead agentic workflow fluency using AI tools for preparation, planning, and client output
Requirements
B.A. or B.S.; MBA preferred
5+ years of experience in enterprise client services, account management, and/or client-facing technical project management
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 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
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
Ability to work independently and as part of a team
Hybrid work model with 3 days per week in officeAdditional bonus compensationVibrant company cultureDiverse and inclusive workplaceReasonable accommodation for qualified disabled applicants
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