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Managing Director, Client Success

The Mandate: Turn Clients into a Growth Engine

This role owns the entire client portfolio and is responsible for converting it into a durable, diversified source of growth. The Managing Director of Client Success will deepen trust with anchor clients, expand revenue across the base, and reduce dependence on any single account—while maintaining the performance standards that define the company. While the Chief Client Officer will focus on new business, this role ensures what is won is retained, expanded, and made foundational to the company’s growth.

Scope: Full Ownership, Clear Accountability

The Managing Director of Client Success assumes end-to-end responsibility for the current client success team and all existing relationships, including AAA, Comcast Business, College Ave, Yerba Madre, Snowmass, Valley Bank, PenFed, and a pipeline of enterprise pilots in credit card and CPG. This is not a coordination role. It is full ownership of retention, expansion, and client performance, serving as the senior operator and final

point of accountability across the portfolio.

The Five Essential Elements

• First, lead and develop the team. The company has been built by a strong Client Success group that has earned trust through execution. This role strengthens that foundation—setting clear standards, building structure, and developing talent that can operate with both precision and judgment.
• Second, grow all client relationships. Every account must have a clear path to expansion across business lines, audiences, and channels. Growth is the expectation, not the exception, and pilots are to be converted into long-term, recurring revenue.
• Third, build trust and durability through insights. Performance data must be translated into clear, decision-ready narratives that clients can act on. Insights are not reporting—they are the basis for renewals, expansion, and long-term partnership.
• Fourth, operate with discipline and consistency. The business must scale through systems, not improvisation. This role ensures that execution is reliable, efficient, and aligned with the platform, enabling growth without proportional increases in headcount.
• Fifth, communicate with authority at the highest level. The Managing Director must have the experience, judgment, and presence to engage CMOs and senior leaders as a peer—framing performance in terms of business impact and guiding strategic decisions with clarity and conviction.

The Outcome: Indispensable Partnerships, Durable Growth

Success is measured simply: high retention, meaningful expansion of existing clients, conversion of pilots into long-term revenue, and a reduced reliance on any single account. Done well, this role transforms the client base into a balanced, predictable growth engine—and positions the company to scale with confidence.

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