Director Customer Success

Punch Agency • San Francisco, CA

12d

About The Position

Punch is immediately hiring an Director of Client Success to join our team in New York or San Francisco . This position is responsible for generating revenue, strategy and leadership with our Client Success team. In addition, the Director is accountable for leading the Pre-Sales/Sales Support and Account Management teams, ensuring Digital’s clients receive a solution that aligns with campaign goals and customer relationships are retained and expanded. The ideal candidate was previously a Sales professional, comfortable with carrying a number, who transitioned into Client Success management. As well, they are hands-on and a regular presence in client-facing meetings, both on the phone and in-person.

Requirements

• 10+ years of Client Success experience, grown from a prior Sales Management career where they carried a number
• 12+ years of experience in the media industry (the significant majority in digital media)
• Proven digital marketing leader with experience in paid media, campaign optimization, digital analytics, modeling & optimization, and/or marketing databases
• Strong team player who works well with others and prioritizes the development of his or her people
• Proven success leading teams that growth of existing clients, including highly strategic accounts
• Experience building & leading successful existing business teams required
• Ability to quickly identify and implement key changes that benefits the overall business
• Data-driven decision maker
• Ability to coach teams of varying skillsets & levels of seniority
• Exceptional communication & presentation skills
• Highly experienced in performance management decisions
• Bachelor’s Degree

Responsibilities

• Accountable for both revenue retention and new growth within existing business
• Accountable for department success by leading the Account Management & Client Solutions teams and ensure its leaders and their teams are appropriately supported and put in positions of success
• Responsible for owning department KPIs, providing insight into department progress to goal, and mapping out future strategies that align with the overall business objectives
• Continually monitor the team’s overall health, including recommending and executing key strategic changes for continued long-term scale
• Provide leadership and strategic guidance to the leader of the Account Management team to ensure our existing business KPIs (such as up-selling/cross-selling, churn reduction, increased renewal rates) are exceeded and client satisfaction is high
• Provide leadership & strategic guidance to the leader of the Client Solutions team to ensure our client prospects are presented with an advanced digital strategy that aligns with their goals
• Measure effectiveness of the Client Success team by defining and reporting on specific department KPIs and being accountable for department success
• Lead a next-class team by recruiting experienced leaders and individual contributors, attracting high potential new talent, as well as cultivate and retain existing high performers
• Establish client relationships with high-level decision makers and provide strategic direction for their accounts in order to retain and expand existing business
• Collaborate with the existing team to evaluate, recommend, and implement various processes and strategies to improve team efficiency of the customer lifecycle and improve overall client experience
• Recommend new systems or tools to improve overall team efficiency across the team
• Align and collaborate with internal leaders of Marketing, Product, Sales, Operations and Finance to ensure department success
• Travel a minimum of 25% through the year

Benefits

• All of our core engineers are paid in the $150,000 range or greater and we also provide our engineers the opportunity to work, all expenses paid, from our Phuket, Thailand office one month a year as a creative outlet to work and enjoy life to the fullest.

What This Job Offers

• Job Type: Full-time
• Career Level: Director