Director, Client Success & Strategic Partners

Job Description

Job Description

Position Overview: We are looking for a highly proactive and results-oriented Director, Client Success & Strategic Partnerships to lead the vision and execution of our client success initiatives. This role will be instrumental in establishing best practices for client success throughout the organization, fostering deep, long-term relationships, and driving significant revenue growth through existing accounts. This hybrid role blends the core functions of an Account Manager and a Customer Success Manager, focusing on client satisfaction, the successful execution of projects, and identifying opportunities for upsell and cross-sell.

The ideal candidate will be a seasoned professional with an ability to manage strategic accounts, deliver exceptional results, and build strong, long-lasting relationships. You will take ownership of key accounts, ensuring that each project is executed flawlessly while maximizing both client success and CreatorUp’s growth potential. You will serve as a problem-solver, proactively identifying potential issues and implementing solutions to enhance the client experience and achieve client goals. While not directly overseeing client delivery, you will maintain a keen awareness of project status and strategically engage internally or externally to ensure client expectations are consistently met or exceeded.

Key Responsibilities:

• Strategic Client Relationship Management: Act as the primary point of contact for a portfolio of key accounts, building deep relationships with senior stakeholders to ensure their needs are met, fostering trust, and positioning CreatorUp as an indispensable partner.
• Client Success Strategy & Best Practices: Establish and implement comprehensive client success best practices across the organization, developing scalable processes and strategies to enhance client satisfaction, retention, and loyalty. Train and enable extended teams on positive client interactions and best-in-class service delivery.
• Client Success Enablement: Collaborate with clients to understand their evolving business objectives and creative needs. Provide ongoing strategic guidance, best practices, and insights to ensure that their projects are successful and they realize maximum value from CreatorUp’s offerings.
• Growth and Revenue Generation: Drive business growth by identifying opportunities for upselling and cross-selling additional services or products to existing clients. Work closely with the sales team to close new business within existing accounts while continuously expanding CreatorUp's footprint.
• Performance Management: Define, track, and communicate both quantitative (e.g., revenue, project milestones, renewal rates) and qualitative (e.g., client satisfaction, NPS, customer feedback) success metrics. Use data-driven insights to refine client strategies, ensuring consistent client growth and satisfaction. Possess a strong track record in client retention and renewal.
• Project and Program Awareness: Maintain awareness of end-to-end project delivery for your clients, understanding project status and proactively inserting yourself either internally with project teams or externally with clients to manage expectations and ensure successful outcomes, focusing on measurable outcomes and KPIs.
• Feedback and Continuous Improvement: Regularly engage clients for feedback to identify gaps, celebrate successes, and continuously improve the customer experience. Analyze this feedback and work cross-functionally with product and operations teams to improve service delivery.
• Cross-Functional Collaboration: Partner with sales, marketing, product, and operations teams to ensure alignment on key initiatives and that clients’ expectations are exceeded at every stage of their journey with CreatorUp. Work closely with product teams to relay client needs and influence product roadmaps.
• Client Onboarding & Education: Guide clients through an impactful onboarding process to ensure they fully understand how to leverage CreatorUp’s solutions. Provide ongoing education and resources to clients to foster adoption and optimize the value they derive from our offerings.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field preferred. MBA or other relevant advanced degrees are a plus.
• 7+ years of progressive experience in client success, account management, or sales, ideally within the tech, creative, or digital content industries, with a proven track record in client retention and renewal.
• Proven experience in building and managing senior-level relationships and driving business growth through account expansion.
• Strong understanding of both qualitative and quantitative client success metrics and how to leverage them for performance improvement.
• Experience managing complex, cross-functional projects with multiple stakeholders.
• Highly analytical, with the ability to derive actionable insights from data and translate them into strategic recommendations.
• Exceptional communication and presentation skills, with a natural ability to build rapport and influence key stakeholders.
• Strong proficiency with CRM tools (e.g. Salesforce) and experience working with marketing automation and other client engagement platforms.
• A proactive, self-starter mentality with a strong problem-solving aptitude.

Key Performance Indicators (KPIs):

• Client Retention Rate: Target of 90%+ annual retention for assigned key accounts.
• Revenue Growth: Achieve year-over-year revenue growth for assigned accounts, with a focus on upsell/cross-sell opportunities.
• Client Satisfaction: Target NPS score of 40+, tracking client satisfaction and loyalty.
• Project Delivery Metrics Awareness: Maintain awareness of project delivery metrics to ensure client expectations are met, impacting overall client satisfaction.
• Expansion Opportunities: Identify and close a minimum of 2 new business opportunities per quarter within existing accounts.
• Client Success Best Practice Adoption: Measure the successful implementation and adoption of new client success best practices across relevant teams.

Key Activities:

• Client Onboarding & Kick-off: Conduct successful client onboarding and kick-off meetings, ensuring alignment on project timelines, goals, and deliverables.
• Account Health Monitoring: Regularly check in with clients through quarterly business reviews (QBRs), project status meetings, and one-on-one calls to monitor account health.
• Sales Collaboration: Identify potential sales opportunities within existing accounts and collaborating on proposal development.
• Internal Cross-Functional Communication: Coordinate with product, design, and operations teams to ensure smooth project delivery and client satisfaction.
• Client Workshops & Training: Lead workshops or training sessions to educate clients on new features, products, or services that will help them achieve their objectives.
• Team Training & Enablement: Develop and deliver training programs to extended teams on effective client communication, problem-solving, and best practices in client interactions.
• Process Improvement: Continuously identify and implement improvements to client success processes and workflows, leveraging CRM and automation tools.