Director, Customer Success

XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!

The Customer Success Team Lead supports the VP of Customer Success in driving client satisfaction, retention, and growth across XR’s enterprise and recurring revenue clients. This role combines hands‑on client relationship management with leadership responsibilities for a team of Senior Customer Success Managers (SCSMs) and Customer Success Managers (CSMs). Acting as both a player and coach, the Team Lead ensures clients experience exceptional onboarding, proactive engagement, and measurable success using XR’s platform and services.

They help translate the company’s strategic direction into day‑to‑day execution, mentoring team members, maintaining quality standards, and ensuring every client interaction aligns with XR’s mission to deliver excellence and partnership.

• Lead and mentor a team of Sr. CSMs and CSMs, providing regular guidance, performance feedback, and professional development support.
• Serve as a day‑day resource and escalation point for the team, ensuring consistent delivery of best‑in‑class client service.
• Collaborate with the VP of Customer Success to align team objectives with department goals.
• Support hiring, onboarding, and training of new CSMs to maintain high performance and engagement.
• Foster a positive, collaborative team culture focused on growth, accountability, and innovation.

• Own relationships with key enterprise and recurring revenue clients, acting as a strategic advisor and senior point of contact post‑sale.
• Focus on retention of accounts, fostering key relationships with client contacts.
• Develop and execute customized Customer Success plans with proactive touchpoints (weekly, monthly, or quarterly) to drive engagement, adoption, and retention.
• Conduct onboarding and product training sessions for new clients and provide ongoing education on XR’s offerings.
• Understand client business goals, workflows, and challenges to deliver measurable value and influence long‑term success.
• Partner with Sales to identify and support upsell and cross‑sell opportunities that align with client needs.

• Use analytical tools to track engagement, adoption, and business outcomes, sharing insights and recommendations with clients and internal teams.
• Represent the Voice of the Customer (VOC) in discussions with Product, Marketing, Sales Operations, and Technical Support teams.
• Support the development and improvement of processes, playbooks, and workflows to enhance efficiency and client experience.
• Assist in the creation and delivery of Quarterly Business Reviews (QBRs) with key clients, ensuring data‑driven insights and actionable outcomes.
• Act as a Subject Matter Expert (SME) on specific clients or processes, guiding internal teams on best practices.

• Support the renewal process by ensuring high client satisfaction and identifying expansion opportunities.
• Collaborate with Sales on account growth initiatives, ensuring proposed solutions align with the client’s objectives and budget structure.
• Monitor and report on key client metrics (usage, engagement, satisfaction) and proactively mitigate churn risks.

Pursuant to New York City & California's Pay Transparency Laws, the pay range for this position is $130,000–160,000 per year; base pay offered may vary depending on job‑related knowledge, skills, and experience.

• Experience: 3–5 years in Customer Success or Account Management, with at least 1 year in a team leadership or mentorship capacity.
• Industry Knowledge: Experience in advertising, creative production, or SaaS account management preferred.
• Client
  
  Skills:
  
  Proven success managing large enterprise or global clients, including interactions with executive and C‑suite stakeholders.
• Technical
  
  Skills:
  
  Str…