Role Description Strategic Client Success Directors are high-performing individual contributors who extend their strategic influence beyond individual accounts to drive excellence across multiple clients and regions. As a trusted partner within the organization, you will lead multi-account efforts, guide process improvements, and help elevate the Client Success organization through both internal coordination and external delivery. You are a translator of strategic plans into executional success—surfacing deep insights, flagging systemic risks, and aligning day-to-day delivery with long-term account goals. You serve as a key escalation point, shape best practices, and mentor team members in adopting strategic behaviors. In this role, you are a primary driver of revenue, taking full ownership of the renewal process and actively supporting expansion through sophisticated solution alignment and internal collaboration. What You Will Do: - Drive Strategic Initiatives: Take ownership of key initiatives and lead multi-account efforts to drive excellence and consistency across multiple clients or regions. - Lead the Renewal & Growth Lifecycle: Take full ownership of the client renewal process, including developing pricing proposals, leading negotiation conversations, and managing contracting. - Support Revenue Expansion: Directly contribute to revenue growth by identifying expansion opportunities through planning conversations and cross-functional solution alignment. - Shape Best Practices & Mentorship: Serve as a mentor to newer team members and a strategic partner to leadership, shaping best practices and guiding the team in adopting strategic behaviors. - Ensure Executional Excellence: Align day-to-day delivery with long-term account goals, surfacing insights and flagging systemic risks that could impact client health or delivery. - Manage Financial Integrity: Proactively identify billing risks, campaign scope shifts, or rate changes to ensure invoicing accuracy and forecasting stability. - Act as an Escalation Point: Serve as a trusted advisor and escalation point for complex client issues, coordinating internal efforts to ensure a high-quality external delivery. - Guide Process Improvement: Identify new opportunities for efficiency across the Client Success organization and lead internal efforts to improve workflows and elevate the standard of service. Qualifications - Strategic Influence & Leadership: Proven ability as a high-performing individual contributor to influence outcomes beyond a single account and drive value across the broader business. - Commercial Acumen: Expertise in the end-to-end renewal process, with experience in pricing strategy, contract negotiation, and revenue forecasting. - Strategic Planning at Scale: Ability to own high-level growth initiatives and guide long-term partnerships that align with both client and company goals. - Systemic Problem Solving: Strong analytical skills to identify systemic risks and process gaps, with the ability to translate these insights into actionable improvements. - Mentorship & Collaboration: A track record of acting as a mentor or strategic partner to internal teams, helping to elevate the performance and behaviors of the collective organization. - Advanced Relationship Management: Exceptional communication skills to act as a primary escalation point and a trusted advisor for high-value or high-complexity accounts. - Revenue-Conscious Mindset: A deep understanding of how delivery excellence, billing accuracy, and strategic alignment directly impact retention and growth. - Project & Account Mastery: The ability to lead complex, multi-stakeholder efforts while maintaining a high degree of accountability and attention to detail. Benefits - The Best of Both Worlds: Be part of the Innovid team while enjoying the full range of perks and benefits offered by Mediaocean. - Work-Life Balance: Open Paid Time Off (PTO), Flexible schedule, Company holidays, paid parental leave. - Total Rewards: Competitive salary, Full benefits package, Referral bonuses, Recognition awards, 401(k) with company match, Company HSA contribution up to $2,400. - Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), Mental health support, Life & Disability insurance, Family planning & fertility benefits, Pet insurance, Legal & ID theft protection, Retirement planning, Medicare assistance, Employee Assistance Program (EAP). - Wellness Focus: Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes. - Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), Philanthropy & awareness programs, Mentorship programs, In-office and virtual events & celebrations, Various volunteer & donation opportunities, Innovative and collaborative work environment. - High visibility role with uncapped commissions and tremendous growth potential. - Offices in major cities around the world, unlimited snacks, and a cross-company collaboration unlike anywhere else.

• Customer Onboarding: Manage the end-to-end onboarding process for new accounts, ensuring a smooth transition from Sales to Customer Success. • Account Activation: Drive customers to send their first shipment as quickly as possible, removing blockers and ensuring full system setup and readiness. • Spend Realisation: Proactively manage accounts to ensure customers hit their forecasted monthly revenue targets, identifying gaps and taking corrective action where needed. • Retention & Churn Reduction: Monitor account health, identify early warning signs of disengagement, and take proactive steps to mitigate churn risk. • Quarterly Business Reviews (QBRs): Conduct structured QBRs with customers to review performance, ROI, shipping data, growth opportunities, and optimisation strategies. • Customer Engagement: Maintain regular contact with accounts via phone, email, and video calls to strengthen relationships and drive long-term value. • Cross-Functional Collaboration: Partner with Sales, Operations, Finance, and Product teams to resolve issues, improve processes, and advocate for customer needs. • Upsell & Growth Support: Identify expansion opportunities and support upsell or cross-sell initiatives in collaboration with the Customer Success Manager. • CRM Management: Maintain accurate records of customer interactions, revenue performance, activation status, and risk indicators within the CRM. • Performance Metrics: Meet or exceed activation, revenue realisation, retention, and engagement targets set by the Customer Success Manager.

About the client: Our client is a results-driven digital marketing agency that partners with businesses across various industries to grow their online presence, increase organic traffic, and generate high-quality leads. They provide comprehensive digital marketing solutions including web design, SEO, and paid advertising, helping clients achieve sustainable and measurable growth through data-driven strategies. About the role: We are hiring a Client Success Manager for our client to serve as a trusted partner to the agency’s clients, guiding them through their digital marketing journey and ensuring long-term success. You’ll manage 25–30 client accounts, acting as the bridge between clients and the internal delivery team to ensure goals are met and relationships remain strong. This is not a task-ticking role. We’re looking for someone with high emotional intelligence, sound judgment, and excellent communication skills, who can explain digital marketing concepts clearly and confidently to non-technical clients. The ideal candidate is proactive, attentive, and comfortable managing both expectations and performance. Experience working in digital marketing agencies is required. What you’ll be doing: - Manage and nurture 25–30 client accounts across various industries. - Translate technical digital marketing updates into clear, client-friendly communication. - Act as the main point of contact for all client queries, status updates, and feedback. - Ensure project deliverables are met on time by coordinating efficiently with the internal team. - Prioritize requests based on impact and team capacity — avoiding overload on any one specialist. - Proactively report progress, task completions, and updates without needing reminders. - Oversee project timelines and deliverables using ClickUp, ensuring transparency and accountability across teams. - Monitor project pipelines and keep tasks organized, updated, and moving efficiently through ClickUp. - Track and analyze campaign performance data; provide clients with clear, insightful reports and recommendations based on analytics. Who are we looking for? - Minimum 3 years of experience as an Account Manager, Client Success Manager or related field. - Proficiency in organizational tools and CRMs like ClickUp, GoHighLevel, etc. - Solid understanding of digital marketing factors, mainly Web design, SEO, and Google Ads. - Friendly, confident demeanor with a standout smile and energy that puts clients at ease. - Strong communication and interpersonal skills, with the ability to build rapport and trust with clients. - Excellent organizational and time management abilities, with a keen attention to detail and strong project manage. - Strategic thinking and problem-solving skills, with the ability to identify and fix issues proactively. - Experience working in digital marketing agencies is required. - Fluent in English, oral and written. Position: Client Success Manager Remote Status: Fully Remote Salary: 2000 - 2500 Internal Job ID: 1247 Working Hours: 9 am to 5 pm EST

About the client: Our client is a results-driven digital marketing agency that partners with businesses across various industries to grow their online presence, increase organic traffic, and generate high-quality leads. They provide comprehensive digital marketing solutions including web design, SEO, and paid advertising, helping clients achieve sustainable and measurable growth through data-driven strategies. About the role: We are hiring a Client Success Manager for our client to serve as a trusted partner to the agency’s clients, guiding them through their digital marketing journey and ensuring long-term success. You’ll manage 25–30 client accounts, acting as the bridge between clients and the internal delivery team to ensure goals are met and relationships remain strong. This is not a task-ticking role. We’re looking for someone with high emotional intelligence, sound judgment, and excellent communication skills, who can explain digital marketing concepts clearly and confidently to non-technical clients. The ideal candidate is proactive, attentive, and comfortable managing both expectations and performance. Experience working in digital marketing agencies is required. What you’ll be doing: - Manage and nurture 25–30 client accounts across various industries. - Translate technical digital marketing updates into clear, client-friendly communication. - Act as the main point of contact for all client queries, status updates, and feedback. - Ensure project deliverables are met on time by coordinating efficiently with the internal team. - Prioritize requests based on impact and team capacity — avoiding overload on any one specialist. - Proactively report progress, task completions, and updates without needing reminders. - Oversee project timelines and deliverables using ClickUp, ensuring transparency and accountability across teams. - Monitor project pipelines and keep tasks organized, updated, and moving efficiently through ClickUp. - Track and analyze campaign performance data; provide clients with clear, insightful reports and recommendations based on analytics. Who are we looking for? - Minimum 3 years of experience as an Account Manager, Client Success Manager or related field. - Proficiency in organizational tools and CRMs like ClickUp, GoHighLevel, etc. - Solid understanding of digital marketing factors, mainly Web design, SEO, and Google Ads. - Friendly, confident demeanor with a standout smile and energy that puts clients at ease. - Strong communication and interpersonal skills, with the ability to build rapport and trust with clients. - Excellent organizational and time management abilities, with a keen attention to detail and strong project manage. - Strategic thinking and problem-solving skills, with the ability to identify and fix issues proactively. - Experience working in digital marketing agencies is required. - Fluent in English, oral and written. Position: Client Success Manager Remote Status: Fully Remote Salary: 2000 - 2500 Internal Job ID: 1247 Working Hours: 9 am to 5 pm EST