Director, Client Experience

Base pay range

$145,000.00 / yr - $155,000.00 / yr

As the Director of Customer Success at Mediavine, you'll be responsible for leading our Client Success strategy and team. Creating a seamless and consistent client experience across all managed accounts, exceeding expectations of service, increasing revenue along with product and feature adoption, and reducing churn are core functions in this role. Our goal is to deliver tailored services at scale and foster meaningful relationships with our publishers.

This is a strategic and operational leadership role with cross-functional visibility across Product, Sales, Support, Engineering, and Ad Operations.

Key Responsibilities

• Define and lead the overall Customer Success vision, strategy, and execution plan.
• Develop segmented success approaches across multiple high-level, high-touch customer segments.
• Create playbooks and cohesive proactive engagement frameworks.
• Track and improve upon key metrics, including publisher growth, churn rates, NPS scoring, and product adoption.
• Focus on the long-term success of our clients, particularly with revenue growth and goals.
• Continue to iterate and improve the client experience, surfacing solving areas for improvement in a scalable way.
• Serve as a point of escalation for the team, and lead in a way that leverages their strengths.
• Recruit, mentor, and manage a growing team of Account Managers and their Managers who are deeply invested in the outcomes for our client base.
• Provide the team with the tools and resources to act as consultants, problem-solvers, and advocates.
• Promote a culture of client-focused accountability and continuous learning.
• Align team roles and responsibilities to client profiles and key points in their experience, with specific attention to areas of risk mitigation, onboarding, growth, and renewals.
• Partner with leaders across our team, as well as the org, and serve as the voice of our top clients in product and project discussions, planning, and messaging.
• Work closely with Publisher Development and Scaled Support to ensure a consistent experience as clients level up.
• Build and maintain high-level relationships across strategic accounts, offering confidence, industry insights, thought leadership, and a demonstrated understanding of their businesses.

Requirements

Experience running a large scale customer support program :

Process building experience :

Analytics / reporting :

Soft Skills :

Nice to Haves

Benefits

Mediavine provides equal employment opportunities to applicants and employees. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.

Seniority level

Director

Employment type

Full-time

Job function

Customer Service

Industries

Technology, Information and Internet

#J-18808-Ljbffr