Client Success Director

About the role

Ready to take your career to the next level? Skai is looking for the best and the brightest to join our rapidly growing team. We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in! A strategic Client 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 with a primary focus on Retail Media, while also supporting 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.

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.