Director of Customer Success
16 hours ago
New York
Summary: A leading B2B business information and marketing services company serving financial and professional services is seeking a Director, Customer Success, Marketing Services. You will lead the account coordination function, acting as a strategic bridge between Sales, internal execution teams, and high-value clients. This role oversees pre-sales operations, client relationship management, and flawless campaign execution in a fast-paced environment. Responsibilities: • Team Leadership: Lead and manage the Customer Success team to ensure high-quality support, clear accountability, and exceptional execution across all client programs, • Cross-Functional Liaison: Serve as the central point of contact between Sales, Campaign Managers, and Finance to align on feasibility, inventory, and timelines, • Operational Excellence: Establish and reinforce best practices and workflows, including the refinement of client reporting templates and CSAT health tracking, • Pre-Sales Partnership: Partner with Sales to vet contracts for accuracy and operational readiness, ensuring a smooth transition from proposal to execution, • Salesforce Oversight: Oversee order entry and data integrity within Salesforce to ensure campaign data remains accurate and up to date, • Strategic Client Management: Lead campaign onboarding and execution for major accounts, serving as the primary point of contact for a premium client experience, • Kickoff & Onboarding: Schedule and lead internal and external kickoff calls to communicate deliverables, deadlines, and expectations to all stakeholders, • Risk Mitigation: Proactively identify and escalate execution risks or service issues, partnering with internal teams to resolve them effectively, • Revenue Growth: Alert Sales teams to potential upsell and renewal opportunities based on emerging client needs identified during the campaign lifecycle, • Schedule Management: Develop and maintain unified production schedules across departments, tracking progress to ensure campaigns launch on time, • Stakeholder Alignment: Communicate production changes or delivery risks to clients and internal teams to keep all parties aligned when delays occur, • Financial Coordination: Partner with Finance to resolve billing discrepancies and invoicing issues, ensuring a disciplined end-to-end tracking process Qualifications: • Experience in customer success, account management, client services, campaign operations, or a related field, • Prior people management or team leadership experience preferred, • Proven ability to manage complex client relationships and coordinate cross-functional teams in a deadline-driven environment, • Strong project and account management skills, with exceptional attention to detail and follow-through. Experience with Monday.com or similar enterprise project management platform preferred, • Experience reviewing contracts, managing campaign workflows, and supporting sales operations processes, • Ability to manage multiple priorities simultaneously while maintaining accuracy and a high level of client service, • Strong problem-solving, communication, and organizational skills, • Experience with Salesforce or similar CRM platforms required, • Demonstrated ability to identify risks, resolve issues proactively, and spot opportunities for account growth, • Bachelor’s degree in Marketing, Communications, Business, Project Management, or a related field This job is being represented by Media Recruiting Group, the premier recruiters for digital media, AdTech, MarTech, Media SaaS and related companies. In business for more than 25 years, we place quality at the heart of all that we do. Clients include: AdTech companies, Digital Publishers, Digital divisions of Media Companies, SaaS (Software as a Service) / Enterprise, Programmatic... Sell Side Platforms (SSP), Ad Exchanges, Demand Side Platforms (DSP), Marketing Technology companies, Ad Agencies, Data Providers, Aggregators, & DMP’s, Video, Social, Mobile companies, Behavioral Targeting companies, Media Buying Platforms, Lead Generation/Co-Registration companies, Ad Serving Platforms, Rich Media companies. Required Notification: Certain states require that job postings indicate a minimum and maximum base salary in an effort to not discriminate – a very worthwhile purpose that Media Recruiting Group supports. MRG’s practices are and have always been non-discriminatory, and jobs are open to all candidates with respect to race, color, religion, national origin, military status, sexual orientation, sex/gender, age, national origin, disability, etc. That said, companies require that we supply them with candidates with very specific experience, and the commensurate compensation for every job varies. It is a function of a person’s years of experience, type of experience, skills, knowledge of certain computer programs, etc. And every job may have a unique requirement. And every job could come in higher or lower than the range we are given. We do not control the upper and lower ranges for our clients, so we make a best efforts attempt to include information requested by said states. In the case of sales people, most time it is also a function of their contacts. If the job is an analyst, analytical skills and experience matter. Etc. This makes stating a reasonable minimum and maximum challenging absent all of this information about a given candidate. Companies also have other elements of compensation, including but not limited to, commission, bonus, equity, profit sharing, varying levels of healthcare coverage and how much a person would have to contribute to the premium, various perks like continuing education, commuter reimbursement, phone reimbursement, etc. – not included in “salary” as the law states. Thus, know that anything we note in a salary range does NOT include such other compensation elements. And, as recruiters, we don’t know what all of those elements are, as we are recruiting for a company, not for ourselves, and they do not brief us as to each benefit. We are a 3rd party and can only estimate to the best of our knowledge, and thus offer the minimum and maximum salary MRG in good faith believes at the time of the posting the client is willing to pay for the advertised job. Qualified by all of the above, for this job with requisite/required years of the required experience and skills, the minimum and maximum base salary is approximated at $120,000 - $130,000 respectfully, exclusive of any other incentive or any element of healthcare coverage, any reference to how much a person would have to contribute to the premium of a healthcare plan, any perks, or other forms of compensation. Fewer years of experience could bring the base salary lower, and more experience could bring the base salary higher, if the company is willing to increase their salary bands.