Director, Client Success

The Role:

We are looking for a Director of Client Success who is passionate about building strong client relationships, driving business outcomes, and developing high-performing teams. This is a hands-on leadership role for someone who is willing to get into the weeds, join client calls, learn the business deeply, and lead by example.

As Director of Client Success, you will lead and develop a growing team of Client Success/Account Managers responsible for Cognitiv’s client base. You will be accountable for the health, retention, and growth of our client relationships, while helping evolve Client Success into a more commercially minded organization - one that not only responds to client needs, but proactively identifies opportunities to grow the business.

The ideal candidate has a strong understanding of programmatic advertising and digital media, including how advertisers buy media and how targeting, investment strategy, and campaign execution come together to drive results. You should be curious, hungry to learn, comfortable asking questions, and willing to get hands-on with the details of our business and products. You will work closely with Sales, Marketing, Data Science, and other cross-functional teams to ensure we deliver exceptional client experiences and continue to grow our partnerships. You will also serve as a role model for what excellent Client Success looks like at Cognitiv - setting a high bar for performance, accountability, commercial thinking, and client partnership.

What You’ll Do

• Lead and develop the Client Success team, setting clear expectations, establishing a high standard of performance, coaching team members, and actively developing the next generation of Client Success leaders.
• Serve as a senior strategic advisor to key clients, building trusted relationships and ensuring their business goals are being met.
• Be highly hands-on with clients - joining client calls, leading key meetings, entertaining clients, and stepping in to support the team when needed.
• Oversee the health of Cognitiv’s client base, proactively identifying risks to retention and developing strategies to strengthen and grow client relationships.
• Partner closely with Sales to grow the business after a deal closes, ensuring successful client onboarding, strong adoption, continued performance, and long-term retention.
• Establish and improve processes, standards, and best practices that enable the Client Success organization to scale.

Who You Are

• Strong experience in Client Success, Account Management, Sales, or a related client-facing function within digital media/programmatic advertising.
• Experience in the programmatic advertising industry with a strong knowledge of the programmatic advertising ecosystem and how advertisers buy and invest in media.
• People management experience, with a proven ability to coach, develop, and elevate team performance.
• Strong commercial mindset with the ability to identify opportunities to expand client relationships and grow revenue.
• Hungry, curious, and motivated to learn - someone who actively seeks to understand how things work rather than deflecting problems or relying on others to solve them.
• Demonstrated ability to build trusted relationships with senior client stakeholders and act as a strategic advisor

Bonus Points If You Have:

• Experience managing a regionally distributed or remote Client Success/Account Management team.
• Experience working hands on keyboard within DSPs, SSPs, campaign optimization, or media activation

Salary:

$170,000 - $190,000 Base Salary + Equity