Director, Client Experience

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

Strategy & Leadership

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 and 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. 

Team Development & Coaching

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. 

Cross-Functional Collaboration

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

Executive Relationship Management 

Build and maintain high-level relationships across strategic accounts, offering confidence, industry insights, thought leadership, and a demonstrated understanding of their businesses. 

• 10+ years of client support / account management / customer success experience
• 5+ years of recent people management experience
• Prior experience working in ad-tech environment similar to MV
• Experience running a large scale customer support program
• Large number of customers - 1-2k
• Variety of customer personas in size, revenue, needs (small volume tier, and large revenue bespoke tier)
• Process building experience
• Experience creating frameworks & processes to help scale support programs
• Analytics / reporting
• Experience driving insights to reduce churn, mitigate risk, increase revenue
• Hubspot, PM tool (Jira a plus), Excel for raw data
• Industry: Experience in start-up / fast paced environment with high ownership & growth
• Soft Skills:
• VIBES - positive, driven, ready to get stuff done
• Passionate about work & motivated
• Proven remote worker - great with async (Slack) communication

Nice to Haves

• Experience managing publisher clients
• WordPress