As the Director of Customer Success at Mediavine, you’ll be responsible for leading our Client Success strategy and team. Creating a seamless and consistent client experience across all managed accounts, exceeding expectations of service, increasing revenue along with product and feature adoption, and reducing churn are core functions in this role. Our goal is to deliver tailored services at scale and foster meaningful relationships with our publishers.
This is a strategic and operational leadership role with cross-functional visibility across Product, Sales, Support, Engineering, and Ad Operations.
Define and lead the overall Customer Success vision, strategy, and execution plan.
Develop segmented success approaches across multiple high-level, high-touch customer segments.
Create playbooks and cohesive proactive engagement frameworks.
Track and improve upon key metrics, including publisher growth, churn rates, NPS scoring, and product adoption.
Focus on the long-term success of our clients, particularly with revenue growth and goals.
Continue to iterate and improve the client experience, surfacing and solving areas for improvement in a scalable way.
Serve as a point of escalation for the team, and lead in a way that leverages their strengths.
Provide the team with the tools and resources to act as consultants, problem-solvers, and advocates.
Partner with leaders across our team, as well as the org, and serve as the voice of our top clients in product and project discussions, planning, and messaging.
Work closely with Publisher Development and Scaled Support to ensure a consistent experience as clients level up
Build and maintain high-level relationships across strategic accounts, offering confidence, industry insights, thought leadership, and a demonstrated understanding of their businesses.
Requirements
Nice to Haves
Benefits
Mediavine provides equal employment opportunities to applicants and employees. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.
At Mediavine, base salary is one part of our competitive total compensation and benefits package and is determined using a salary range. Individual compensation varies based on job-related factors, including business needs, experience, level of responsibility and qualifications. The base salary range for this role at the time of posting is $145,000 - $155,000 USD/yr.
Mediavine has been an internet publisher since 2004. We own and operate The Hollywood Gossip, TV Fanatic, Movie Fanatic and Food Fanatic.In 2013, when Food Fanatic was launched and our relationship with bloggers began, we learned we weren’t alone in our frustrations with the way most ad management is run. Since then we've teamed up with almost 8,000 publishers to create frustration-free advertising experiences, with a focus on site speed, SEO, and innovative industry growth.
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