Director, Client Experience

Role Overview

• Define and lead the overall Client Experience strategy, aligning team priorities with company goals and client needs
• Build, lead, and develop a high-performing Client Experience team, fostering a culture of accountability, empathy, and continuous improvement
• Own and evolve KPIs that measure client satisfaction, retention, and operational efficiency; ensure visibility and accountability across the organization
• Drive scalable processes, systems, and workflows to support a growing and diverse client base while maintaining a high-touch experience
• Partner cross-functionally with Product, Engineering, Marketing, and Operations to ensure seamless client experiences and effective issue resolution
• Leverage client feedback, support insights, and data trends to inform product improvements and business decisions
• Establish best practices for client communication, engagement, and lifecycle management across all touchpoints
• Oversee complex client issues and escalations, ensuring timely resolution and strong client outcomes
• Ensure the team maintains deep knowledge of Mediavine’s products, services, and evolving feature set
• Identify opportunities to proactively engage clients, improve adoption, and drive long-term retention
• Champion a client-first mindset across the organization, serving as an advocate for client needs and experience
• Represent the Client Experience function in leadership discussions, contributing to strategic planning and decision-making
• Drive continuous improvement in tools, documentation, and processes to enhance both team efficiency and client satisfaction

Requirements

• 8+ years of experience in client experience, customer support, or customer success roles
• 3+ years of experience leading and scaling high-performing teams, preferably in a remote environment
• Proven track record of improving client satisfaction, retention, and operational performance at scale
• Strong leadership and coaching experience, with the ability to develop managers and future leaders
• Experience defining KPIs, reporting frameworks, and using data to drive decision-making
• Ability to operate strategically while ensuring strong execution and accountability
• Excellent cross-functional collaboration skills, with experience partnering across Product, Engineering, and Operations
• Exceptional communication skills, with the ability to influence stakeholders and represent the client perspective at a leadership level
• Strong problem-solving skills with the ability to navigate ambiguity and drive clarity
• High level of empathy and customer-centric thinking, with a commitment to delivering exceptional experiences
• Experience working in fast-paced, high-growth environments with evolving priorities
• Strong organizational and time management skills, with the ability to manage competing priorities
• Ability to handle sensitive and confidential information with discretion
• Demonstrated commitment to fostering an inclusive, collaborative, and high-performing team culture
• Travel as needed for company events, team meetings, and industry conferences (approx. 20%)

Benefits

Location:

• Applicants must be based in the United States

**You Have: **

• 3+ years of progressive experience selling programmatic advertising
• Established relationships within the Programmatic industry, including but not limited to: SSPs, DSPs, Data Partners and AdTech Vendors
• Experience selling private marketplace Deal IDs and programmatic guaranteed, with a track record of hitting or exceeding sales targets
• Experience with negotiating complex deals that meet strategic revenue goals
• Ability to set up PMP deals and troubleshoot issues.
• Strong relationships with advertisers directly, and their agencies of record
• Experience in solutions based sales organizations
• Experience engaging with clients to maximize their potential and relationships
• Excellent communication and presentation skills, both in person and virtually
• Proficiency and comfortability with real-time communication and technology vital to the fast-paced ad tech industry
• Proven skills in problem-solving, follow-through, attention to detail and prioritization
• A positive attitude and strong self-motivation
• Ability to be a collaborative, team player
• Ability to travel to up to 20%