Customer Success Director, Marketing Services

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The Director, Customer Success, Marketing Services plays a critical role in ensuring successful campaign execution by serving as a strategic partner to sales teams, external clients, and internal execution teams. This role is responsible for leading the account coordination function and overseeing three core areas: pre-sales and sales operations; direct client support and relationship management; and campaign execution and day-to-day operations.

The ideal candidate is an excellent communicator, highly organized, detail-oriented, deadline-driven, and skilled at managing multiple stakeholders and priorities in a fast-paced environment. This individual should be proactive, solutions-oriented, and comfortable leading both people and process to ensure exceptional client service and flawless execution.

• Lead and manage the customer success team, ensuring high-quality support, strong execution, and clear accountability across all active client programs.
• Serve as a central liaison between sales, campaign managers, finance, and project teams to ensure alignment on campaign feasibility, inventory, timelines, and deliverables.
• Conduct regular internal check-in meetings to ensure teams remain on track, risks are surfaced early, and deadlines are consistently met.
• Help establish and reinforce best practices, workflows, and service standards across the customer success function: refining client reporting templates, client health tracking, and CSAT surveys.

• Partner closely with sales representatives to support client management and ensure a smooth transition from proposal to execution.
• Act as a liaison between sales and advertising campaign managers to determine inventory availability and delivery feasibility before programs are sold.
• Review contracts prior to submission to clients, and vet signed contracts before acceptance to ensure accuracy, completeness, and operational readiness.
• Support the development and refinement of client MSAs in partnership with Sales, Finance, and other internal stakeholders.
• Oversee order entry and Salesforce management for supported regions, ensuring opportunity and campaign data are accurate and up to date.

• As the department director, you will serve as a key point of contact for a set of our largest clients during campaign onboarding and execution, ensuring a smooth handoff post-sale and a strong overall client experience.
• Schedule and lead internal and external kickoff calls with clients and all relevant internal stakeholders.
• Communicate required deliverables and assets to clients, gather materials in a timely manner, and ensure clients understand deadlines and expectations.
• Field client questions throughout the campaign lifecycle, coordinating internally to provide accurate and timely responses.
• Communicate schedule updates, project changes, or delivery risks to clients and internal stakeholders as needed to keep all parties aligned.
• Identify and escalate potential client concerns, execution risks, or service issues early, and partner with the seller and internal teams to resolve them effectively.
• Alert sellers to potential new revenue opportunities, including upsell and renewal opportunities, as well as any emerging client needs.

• Develop and maintain unified production schedules across all departments involved in a project, share timelines with clients, and incorporate feedback as needed.
• Manage a pipeline of active projects simultaneously, ensuring no deadlines, deliverables, or client commitments are missed.
• Work closely with internal execution teams to receive campaign deliverables, track progress, and ensure campaigns launch according to contracted timelines.
• Communicate production schedule changes when asset delivery or approvals are delayed, ensuring internal teams and clients remain informed and aligned.
• Partner with Finance to resolve billing discrepancies, credit applications, and invoicing-related issues as they arise.
• Ensure campaigns are tracked properly from contract through…