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Mediavine logo
Mediavine

Mediavine is a leading programmatic ad tech partner helping independent publishers build sustainable businesses

Director, Client Experience

DirectorDirectorFull TimeRemoteLeadTeam 201-500Since 2004H1B No SponsorCompany SiteLinkedIn

Location

New York

Posted

64 days ago

Salary

0

Seniority

Lead

8 yrs expEnglish

Job Description

Director, Client Experience

Mediavine

- 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

Job 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%

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