Client Success Director

Description
Customer Success Director (CSD)

Skai is looking for the best and the brightest to join our growing team. We're proud of our industry-leading marketing software, but we're even prouder of the people behind it. That's where you come in!

A strategic Customer Success Director owns and grows relationships with our largest advertisers/agencies. You will serve as the senior partner to executive-level client stakeholders, owning the customer journey end to end: business strategy, value narrative, value realization, and risk management.

In this role, you own account strategy and performance in Retail Media, Paid Search, and Paid Social. You partner closely with the Client Success Managers aligned to your accounts to translate strategy into execution, align client objectives with Skai's capabilities, and drive retention and growth. This is an individual contributor role built around ownership and relationship management.

The ideal candidate is a results-driven, consultative leader with strong executive relationship management skills, real commercial acumen, experience in digital marketing strategy and execution, and a deep understanding of the performance media landscape.

Duties and Responsibilities:

Own the customer journey end-to-end for your book, business strategy, executive relationships, and risk, leading as the strategic advisor who sets the agenda and drives the account forward rather than reacting to the next event.
Maintain commercial understanding of every account in your book, using it to drive adoption and engagement, coordinate commercial moments, and seed opportunities for Growth.
Own the customer's value story from discovery through executive communication: push past surface-level goals, translate business priorities into concrete outcomes, and communicate impact in the customer's own language.
Lead customer meetings with structure, executive presence, and follow-through.
Own the living success plan that translates account goals into measurable milestones, owners, and timelines, kept current and reviewed quarterly for your largest accounts.
Lead Quarterly Business Reviews that quantify impact in real numbers, dollars saved, risk reduced, revenue created, and end forward-looking.
Maintain a multi-threaded relationship map for every account, tracking power, influence, and sentiment, anchored by a documented, activated executive sponsor.
Own CRM hygiene and account health accuracy for your full book, and own save plans the moment an account goes at risk: activate the executive sponsor, coordinate internal stakeholders, and drive recovery tactics to catch yellow before red.
Partner closely with Product, Sales, Onboarding, Technical Account Management, and Services to capture market opportunity, acting as the de facto project manager coordinating those teams on larger initiatives.
Drive joint account planning with Growth Directors on top accounts, and own the talk track for introducing Growth into the relationship.
Advise on publisher and vertical best practices so advertisers maximize results for their business and agencies for their end clients.
Ensure in-person visits have a clear purpose, including QBRs, success-plan setting, and executive alignment, and produce a documented outcome or next step every time.
Act as an escalation point for complex or cross-product issues, driving proactive problem-solving, so issues don't stall on ownership gaps.
Adopt and lead agentic workflow fluency internally and externally: use AI to accelerate preparation, planning, account insight, and client-facing output, applying judgment before anything goes to a customer.

Skai Requirements:

Passion and dedication
Desire to be the best
Ability to work both independently and as part of a team
Strong interpersonal communication skills, in writing and verbally
Proven track record of problem-solving
Results oriented
Ability to thrive in a fast-paced environment with tight deadlines

Position Requirements:

B.A. or B.S.; MBA preferred
5+ years of experience in enterprise client services, account management, and/or client-facing technical project management
Hybrid work model - 3 days per week required in office
Proven record of owning and growing strategic advertiser or agency relationships, including direct revenue ownership
Strong understanding of performance marketing across ecommerce, search, and social, with hands-on experience implementing and managing digital campaigns
Demonstrated ability to communicate, present, and influence credibly at all levels, including executive and C-suite, with strong listening and storytelling skills
Demonstrated success delivering client-focused, strategic solutions and leading business reviews that generate quantified outcomes and expansion conversations, not status updates
Comfort using AI tools to accelerate research, prep, and documentation as a core part of how the role operates, not a side skill
Ability to manage multiple strategic accounts at once while maintaining strong attention to relationship and CRM detail
Experience with Skai or comparable performance marketing platforms preferred
Willingness to travel up to 20%
Amazon, Google, and/or Meta certifications a major plus