Director, Client Experience

Mediavine•New York, NY

About The Position

The Support Manager is responsible for building, growing, and motivating Mediavine’s support team. The ideal candidate has a strong passion for customer support, previous experience leading a team and comes from a strong background in managing teams that support multiple customer segments. The Support Manager will identify opportunities for continuous improvement including evolving processes, reporting, and engagement delivery to scale across all support engagements. This role will report to the Director of Support.

Requirements

8+ years of experience in client experience, customer support, or customer success roles
3+ years of experience leading and scaling high-performing teams, preferably in a remote environment
Proven track record of improving client satisfaction, retention, and operational performance at scale
Strong leadership and coaching experience, with the ability to develop managers and future leaders
Experience defining KPIs, reporting frameworks, and using data to drive decision-making
Ability to operate strategically while ensuring strong execution and accountability
Excellent cross-functional collaboration skills, with experience partnering across Product, Engineering, and Operations
Exceptional communication skills, with the ability to influence stakeholders and represent the client perspective at a leadership level
Strong problem-solving skills with the ability to navigate ambiguity and drive clarity
High level of empathy and customer-centric thinking, with a commitment to delivering exceptional experiences
Experience working in fast-paced, high-growth environments with evolving priorities
Strong organizational and time management skills, with the ability to manage competing priorities
Ability to handle sensitive and confidential information with discretion
Demonstrated commitment to fostering an inclusive, collaborative, and high-performing team culture
Travel as needed for company events, team meetings, and industry conferences (approx. 20%)
Applicants must be based in the United States

Responsibilities

Define and lead the overall Client Experience strategy, aligning team priorities with company goals and client needs
Build, lead, and develop a high-performing Client Experience team, fostering a culture of accountability, empathy, and continuous improvement
Own and evolve KPIs that measure client satisfaction, retention, and operational efficiency; ensure visibility and accountability across the organization
Drive scalable processes, systems, and workflows to support a growing and diverse client base while maintaining a high-touch experience
Partner cross-functionally with Product, Engineering, Marketing, and Operations to ensure seamless client experiences and effective issue resolution
Leverage client feedback, support insights, and data trends to inform product improvements and business decisions
Establish best practices for client communication, engagement, and lifecycle management across all touchpoints
Oversee complex client issues and escalations, ensuring timely resolution and strong client outcomes
Ensure the team maintains deep knowledge of Mediavine’s products, services, and evolving feature set
Identify opportunities to proactively engage clients, improve adoption, and drive long-term retention
Champion a client-first mindset across the organization, serving as an advocate for client needs and experience
Represent the Client Experience function in leadership discussions, contributing to strategic planning and decision-making
Drive continuous improvement in tools, documentation, and processes to enhance both team efficiency and client satisfaction