As Director, Client Success & Partnerships, you will own end-to-end growth across a portfolio of enterprise, mid-tier and emerging clients or agencies—balancing new business acquisition with long-term client success, expansion, and retention. You will partner closely with clients and merchandising to understand business priorities and brand strategies, crafting data-driven plans across Media, Incentives, and Insights. You’ll lead a high-performing team, orchestrate cross-functional execution, and influence product innovation to deliver measurable, outcomes-based value.
You thrive at building executive relationships, unlocking incremental budgets, and coaching teams to become trusted advisors—translating data into compelling stories that drive investment decisions.
Key Responsibilities
1) New Business & Partnerships (Hunting)
- Own the regional/vertical commercial strategy and pipeline for clients or agencies; drive new logo acquisition.
- Prospect and develop new senior stakeholders (e.g., brand, shopper, performance, and agency teams) to unlock national budgets and alternative profit streams.
- Create and execute territory/account plans to exceed revenue, market share, and margin targets; actively manage forecasting and pipeline hygiene in CRM.
- Lead complex deal cycles to closure; negotiate terms that balance client outcomes with profitability.
- Serve as an executive point of escalation and strategic advisor during key pursuits and renewals.
2) Client Success, Growth & Retention (Farming)
- Lead the vertical’s organic growth strategy across Media, Incentives, and Insights; deliver high retention rates through exceptional client experience.
- Ensure the team deeply understands client business objectives, category dynamics, and channel strategies to design the right plans and activation mix.
- Partner with senior merchandising and client leaders (or agencies) to identify upsell/cross-sell opportunities, test innovative tactics, and expand multi-product adoption.
- Engage with internal stakeholders (e.g., category/merchandising counterparts where applicable) to align on joint growth strategies and triage off-strategy investment.
3) Team Leadership & Talent Development
- Build, inspire, and retain a diverse team of Client Success & Client Partners; recruit, train, coach, and scale capabilities (data-driven storytelling, executive communication, planning, and optimization).
- Drive productivity and efficiency across workflows, processes, and playbooks; set clear goals, operating rhythms, and performance standards.
- Foster a culture of customer-obsession, continuous learning, and ownership; create career development pathways and succession plans.
4) Cross-Functional Orchestration & Product Influence
- Partner with Product, Sales, Marketing, Data Science, and Campaign Operations to shape offerings, design solutions, and ensure flawless execution.
- Bring voice of customer back to product roadmaps; pilot innovations that strengthen marketplace position.
- Identify and remove cross-functional barriers; establish ways of working, documentation, and governance for your vertical that scale.
5) Strategy, Planning & Operations
- Own quarterly/annual revenue planning, forecast accuracy, and pipeline coverage; monitor CAC/payback and margin guardrails.
- Standardize QBRs, executive readouts, and campaign learning agendas; ensure actionable insights and ROI narratives.
- Maintain CRM discipline, pricing consistency, and contract best practices.
6) Industry & Thought Leadership
- Stay ahead of digital marketing trends (retail media, loyalty marketing performance marketing, insights, measurement, identity/clean rooms, CTV/social/display, onsite/offsite).
- Represent the company at strategic client meetings and industry forums; develop POVs and thought leadership that influence investment strategies.
Qualifications, Skills & Experience
- 8–10+ years relevant experience in digital media/advertising, marketing analytics, and/or incentives/insights, with 5+ years in sales or account management.
- 3+ years managing teams of 4+; proven track record of hiring, coaching, and scaling client-facing teams.
- Demonstrated success exceeding revenue targets, closing complex deals, and leading renewals/expansions across enterprise portfolios.
- Acute understanding of the marketing, insights and agency landscapes and how national budgets flow across brand, shopper, performance, and retail media teams.
- Data-to-insights acumen; adept at building outcome-oriented recommendations and executive narratives.
- Strong executive presence, strategic thinking, and stakeholder influence; excellent communication and presentation skills.
- Project/program management experience; thrives in fast-paced environments with tight deadlines.
- CRM proficiency (e.g., Salesforce) for pipeline, forecasting, and account planning.
- Bachelor’s Degree (B.A./B.S.) or equivalent experience.
- Willingness to travel 35–50%.
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