Senior Director of Client Success, Creator Operations, Acquisition

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

📋 Description

• Lead, mentor, and expand teams within Client Success, Creator Operations, and Creator Acquisition.

• Manage hiring, onboarding, development, and performance frameworks for the three functions.

• Formulate and implement client portfolio strategies based on verticals and segments.

• Enhance client retention, growth, satisfaction, NPS, and revenue outcomes.

• Act as the executive sponsor for major accounts and agency/talent partners.

• Conduct cross-functional account evaluations and introduce systems that enhance client satisfaction, campaign effectiveness, and operational efficiency.

• Direct Creator Operations strategy, including sourcing, negotiation, onboarding, delivery KPIs, quality standards, and margin preservation.

• Collaborate with Product and Engineering teams to automate workflows and scale operations effectively.

• Project creator demand, recognize supply limitations, and ensure network growth aligns with client needs.

• Establish creator acquisition strategies through agency collaborations, talent-management partnerships, and direct recruitment.

• Work alongside Sales, Product, Marketing, and Strategy teams to enhance client experiences and campaign results.

• Advise internal teams and clients leveraging media expertise and knowledge of paid social platforms.

• Monitor department operations against budgetary goals and address potential risks.

• Hold weekly meetings with the Chief Client Officer and stay informed about platform updates, creative trends, and competitive landscapes.

⛳️ Requirements

• Over 10 years of experience in client-facing positions within digital media, social, or agency settings, with a solid foundation in Customer Success.

• At least 1 year of experience in creator/influencer marketing.

• Extensive knowledge of paid social platforms such as Meta, TikTok, Snap, Pinterest, and YouTube.

• More than 1 year of experience managing managers.

• Proven experience leading teams of comparable scale, approximately 30+ individuals across various functions.

• Experience overseeing 3 or more direct reports.

• Background in ad tech, advertising, or agency sectors; not solely SaaS.

• Ideally, experience in both agency and ad tech environments.

• Over 5 years of direct collaboration with sales teams on demand generation, pipeline, and growth strategies.

• Demonstrated success in managing enterprise-level relationships.

• Proficient in data-driven communication and capable of conducting performance discussions.

• Experience in developing processes and scaling teams in uncertain scale-up contexts.

• Strong mindset towards AI adoption.

• Ability to influence cross-functionally with Sales and Product teams.

• Capable of managing client relationships and operational complexities.

• Ability to work with KPIs such as NPS, retention, expansion, turnaround time, approval rates, margins, employee NPS, and utilization.

🏝️ Benefits

• Variable compensation (bonus or commission).

• Stock options.

• Additional perks and benefits, tailored to the role and location.

• Accommodations provided during the recruitment process.