Product Success Director

Job Description

The Product / Client Success Director is a senior, client-facing leadership role responsible for owning the technology relationship and client experience during the implementation phase of complex enterprise engagements. Acting as the senior Tech relationship lead, this role ensures clients have a clear, confident, and well‑supported experience while the internal implementation teams deliver the solution. This position focuses on strategic communication, expectation management, commercial alignment, and client satisfaction.

This position collaborates extensively with the commercial client lead, product success and implementation solutions teams. The ideal candidate has a strong background in technical account management, excels in senior stakeholder influence, and thrives in environments requiring calm, clarity, and strategic alignment. They play a critical role in positioning Publicis Production as trusted technology and production partner.

• Serve as the primary relationship tech-lead for clients throughout the implementation period.
• Lead C‑level conversations, ensuring clients remain confident, informed, and aligned to strategic outcomes.
• Drive executive‑level expectation‑setting, ensuring clarity on programme progress, decision points, and risk posture.
• Act as the escalation owner for senior stakeholders, maintaining control, calm, and clarity in high‑pressure moments.

• Lead onboarding and change management for large-scale technology rollouts, ensuring smooth implementation.
• Partner closely with the internal tech teams (product success, program management, implementation solutions), ensuring clients understand timelines, milestones, risks, and decisions.
• Distil complex technical updates into clear commercial language focused on value, impact, and decisions.

• Ensure delivery teams are aligned with commercial commitments and client expectations, keeping all stakeholders up to speed according to initial alignments.

• Partner with commercial teams to ensure a smooth client experience.
• Advocate for client needs and long‑term strategic alignment, shaping roadmap conversations and multi‑year partnership planning.
• Drive up-sell and cross-sell opportunities within existing accounts by aligning client needs with technology offerings.

• Monitor implementation health, risks, and dependencies to ensure predictable outcomes.
• Drive standards for communication, documentation, and client engagement across global implementation teams.
• Identify and lead process improvement initiatives that enhance scalability, quality, and client experience.

• Bachelor’s degree (Master’s preferred) in Business, Technology, Marketing, or related field.
• 10+ years’ experience in technical account management (preferably in creative production, marketing tech, or SaaS environments).
• Exceptional executive presence, negotiation, and stakeholder management skills with C‑suite clients.
• Proven track record of managing large enterprise clients through technology deployment or transformation programmes.

• Strong understanding of digital/creative production workflows and supporting technologies.

• Opportunity to own the relationship with some of the world’s most recognised brands.
• A global, collaborative, and innovative culture where your expertise will have a significant impact.
• Professional growth and visibility at the executive level across our international network.

• NPS (Net Promoter Score):
  Client willingness to recommend the product.
• CSAT (Customer Satisfaction Score):
  Post‑interaction or quarterly satisfaction ratings.
• Reference: Number of clients willing to act as references or provide case studies.

• Time‑to‑Value (TTV):
  Average time taken for clients to achieve their first measurable outcome.
• ROI Delivered:
  Quantifiable business impact (e.g., cost savings, efficiency gains) reported by clients.
• Client Health Score:
  Composite metric based on usage, engagement, and satisfaction.

• R…