Client Success Director

Skai•New York, NY

2d•Hybrid

About The Position

Skai is looking for a strategic Client Success Director to own and grow relationships with their largest advertisers/agencies. This role serves as the senior partner to executive-level client stakeholders, owning the customer journey end-to-end, including business strategy, value narrative, value realization, and risk management. The position focuses on account strategy and performance, primarily in Retail Media, with support for Paid Search and Paid Social. The Client Success Director partners with Client Success Managers to translate strategy into execution, align client objectives with Skai's capabilities, and drive retention and growth. This is an individual contributor role focused on ownership and relationship management, requiring a results-driven, consultative leader with strong executive relationship management skills, commercial acumen, experience in digital marketing strategy and execution, and a deep understanding of the performance media landscape.

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 as a core part of how the role operates
Ability to manage multiple strategic accounts at once while maintaining strong attention to relationship and CRM detail
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

Nice To Haves

Experience with Skai or comparable performance marketing platforms preferred
Amazon, Google, and/or Meta certifications a major plus

Responsibilities

Own the customer journey end-to-end for their book, including business strategy, executive relationships, and risk, acting as a strategic advisor.
Maintain commercial understanding of each account to drive adoption, engagement, coordinate commercial moments, and identify growth opportunities.
Own the customer's value story from discovery through executive communication, translating business priorities into concrete outcomes and communicating impact.
Lead customer meetings with structure, executive presence, and follow-through.
Own the living success plan that translates account goals into measurable milestones, owners, and timelines, reviewed quarterly.
Lead Quarterly Business Reviews that quantify impact in terms of dollars saved, risk reduced, and revenue created.
Maintain a multi-threaded relationship map for every account, tracking power, influence, and sentiment, anchored by an executive sponsor.
Own CRM hygiene and account health accuracy for their full book, and own save plans for at-risk accounts.
Partner closely with Product, Sales, Onboarding, Technical Account Management, and Services to capture market opportunity.
Drive joint account planning with Growth Directors on top accounts.
Advise on publisher and vertical best practices to help advertisers and agencies maximize results.
Ensure in-person visits have a clear purpose and produce a documented outcome or next step.
Act as an escalation point for complex or cross-product issues, driving proactive problem-solving.
Adopt and lead agentic workflow fluency internally and externally, using AI to accelerate preparation, planning, account insight, and client-facing output.