Director of Customer Success – Digital Marketing Agency

We are looking for an experienced Director of Customer Success to lead the client success organization of a fast-growing B2B digital marketing agency.

This is a senior leadership role with ownership of the full customer lifecycle — from onboarding and delivery to retention, account growth, and long-term strategic partnerships.

You will lead and develop a team of Customer Success Managers while working closely with senior leadership and cross-functional teams to drive client satisfaction, business results, and operational excellence.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers
• Own the end-to-end customer journey, from onboarding through retention and growth
• Build strong, executive-level relationships with key client stakeholders
• Lead strategic business reviews and provide trusted marketing guidance
• Oversee integrated digital marketing strategies across Performance Marketing, SEO, Creative, CRO, and Growth
• Establish customer success processes, playbooks, best practices, and quality standards
• Ensure consistent delivery and service excellence across client accounts
• Monitor customer health, identify risks, and proactively drive retention and growth
• Identify and support upsell and account expansion opportunities
• Collaborate with internal teams to align strategy, execution, and client expectations
• Act as the senior escalation point for strategic client matters
• Drive operational improvements and scalable customer success processes

Requirements

• 8+ years of experience in Digital Marketing
• Proven leadership experience within a digital marketing agency – mandatory
• Experience leading Customer Success, Client Services, or Account Management teams
• Strong expertise in Performance Marketing, SEO, Creative, CRO, and Growth Marketing
• Experience managing enterprise or complex B2B client accounts
• Strong commercial mindset with proven ability to identify growth opportunities
• Exceptional communication, presentation, and stakeholder management skills
• Native or near-native English, written and spoken
• Proven experience building processes, developing teams, and driving operational excellence
• Strong analytical and data-driven approach

Advantages

• Experience working with SaaS, technology, or B2B companies
• Experience leading cross-functional teams in a fast-paced agency environment
• Experience scaling Customer Success organizations
• Strong understanding of client retention, expansion, and revenue growth