Global Head of Client Success

Description

We're Future, a global leader in specialist media. Our 3,000+ employees power more than 200 trusted brands, helping millions of people discover expert content that informs, inspires, and drives action. Through our websites, magazines, events, newsletters, podcasts, and social channels, we connect passionate audiences with the topics they care about most. We are looking for a Global Head of Client Success to lead our worldwide Client Success organization.

About the role

You will be responsible for building a client success function that delivers exceptional customer experiences while driving retention, revenue growth and operational excellence across our global publishing business. You will oversee account management, campaign delivery, client success, project management and commercial operations, ensuring our teams consistently deliver high-impact advertising, branded content, commerce, events and AI-powered marketing solutions across multiple markets.

Responsibilities

• Define and execute the global client success strategy to align with company growth goals
• Oversee global teams across Account Management, Campaign Delivery, and Client Success
• Manage executive relationships with strategic global clients and external agency partners
• Enhance client retention, renewals, and revenue expansion across existing accounts
• Standardize global account management processes and implement consistent campaign management methodologies
• Build executive dashboards to measure client health, retention, and commercial performance metrics

Requirements

• 12+ years' experience in client success, account management or commercial leadership
• Significant leadership experience within digital publishing, media, advertising, marketing services or technology
• Experience managing global or multi-regional client service organizations
• Proven track record leading large, high-performing teams
• Strong commercial acumen with responsibility for revenue retention and growth
• Experience building scalable operational processes and service models
• Executive stakeholder management experience with major brands and agencies
• Experience leading organizational change and transformation programs

Qualifications

• Experience in digital publishing, media, advertising, marketing services or technology
• Leadership experience in client success, account management, or commercial roles
• Ability to manage global or multi-regional client service organizations
• Track record of leading large, high-performing teams
• Commercial acumen with responsibility for revenue retention and growth
• Experience building scalable operational processes and service models
• Executive stakeholder management experience with major brands and agencies
• Experience leading organizational change and transformation programs

Skills

• Strategic thinking and execution
• Client relationship management
• Account management and campaign delivery
• Project management and operational excellence
• Revenue growth and retention
• Scalable process development
• Organizational change and transformation

Benefits

• Medical, dental, and vision coverage
• 401k plus a company match
• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Opportunity to purchase shares in Future with our Share Incentive Plan
• Internal job family level Commercial 2

Pay

The expected range for this role is $200,000 - $275,000

Schedule

This is a hybrid role from our New York office, working three days from the office and two from home.

Diversity and Inclusion

Diversity is central to who we are. We believe different perspectives spark new ideas, fuel creativity, and drive innovation. That's why we're committed to building an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We're dedicated to fair and inclusive hiring practices and welcome talent from all backgrounds, because diverse teams build stronger futures.