Associate Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise all post-sale campaign activities for Client Success Managers, ranging from initial kick-off to final reporting for complex and/or high-visibility accounts.

• Facilitate effective cross-functional collaboration among partnerships, creative, editorial, events, and ad operations—ensuring adherence to timelines, deliverables, and quality assurance standards.

• Guarantee that the team upholds high-caliber media strategies and campaign plans that align with client objectives and success KPIs.

• Assist the team in steering optimization strategies throughout campaign execution; convert performance data into actionable insights and clear recommendations for clients.

• Identify intricate challenges and develop scalable solutions that enhance outcomes for both clients and the organization.

• Shape internal strategy and planning by bringing forth client feedback, market context, and product performance insights.

• Balance the immediate execution needs with the long-term health of accounts—guiding the team in distinguishing between current requirements and necessary structural changes.

• Exhibit a strong revenue-oriented mindset—identifying opportunities to maximize client value, bolster retention, and facilitate renewals.

• Collaborate closely with the Managing Directors of Client Partnerships to ensure team cohesion and successful collaboration between Client Success and Client Partners. This encompasses renewals, upsells, and account growth strategies; proactively present ideas and rationale.

• Ensure your team is closely aligning with Client Partnerships on renewals, upsells, and account growth strategies; proactively provide ideas and justifications.

• Ensure campaign delivery aligns with revenue objectives (including pacing, reporting, optimizations, and comprehensive wrap narratives).

• Mentor, develop, and support a team of Client Success Managers while fostering operational excellence, process enhancements, and consistent delivery standards.

• Assist with onboarding and training; contribute to the development of team playbooks, templates, and best practices.

• Offer constructive feedback and growth plans; support a culture of accountability, continuous learning, and high standards.

⛳️ Requirements

• Over 7 years of experience in account management, particularly within the digital media/news sector.

• At least 2 years of experience managing an account management or revenue team.

• Possess a growth mindset and thrive in a fast-paced, collaborative environment.

• Strong skills in prioritization and decision-making; comfortable operating with autonomy and managing ambiguity.

• Consistently exhibits a “lead by example” mentality and establishes high standards for client-first service and quality deliverables.

• Proficient in Google Office Suite (Slides, Sheets, Docs).

• Mandatory prior experience in account management, customer support, media planning, digital marketing, ad operations, and/or business development.

🏝️ Benefits

• 401(k) with employer match.

• Comprehensive PPO and High Deductible health insurance options available on the Blue Cross Blue Shield network.

• Employer contribution to Health Savings Account (HSA) for high deductible health plan options.

• Dental and vision coverage.

• Paid leave of 12 weeks for primary caregivers.

• Generous vacation policy in addition to holidays.

• One mental health day per quarter.

• Annual stipend for learning and development.

• Monthly $100 stipend for work-from-home expenses.

• Access to tele-mental health services through Headspace.

• Membership with OneMedical, including tele-health services.

• Personal health advocacy resources available through HealthAdvocate.

• Inclusive benefits for fertility, hormonal health, and family planning through Carrot Fertility.

• Access to the Axios “Family Fund,” designed to provide financial support to employees facing hardship or emergencies.

• Enhanced work flexibility for parents and caregivers.

• Virtual company-sponsored social events.

• A strong and positive workplace culture.

• Commitment to an open, inclusive, and diverse work environment.