Leads client success strategy for enterprise brand and retail accounts, driving retention, expansion, renewals, and revenue growth. Owns senior client relationships, oversees performance insights and reporting, improves onboarding and lifecycle processes, and collaborates with Product, Sales, Marketing, Production, Commerce, and Operations. Provides strategic guidance on livestream commerce, social commerce, creator economy trends, and digital media while advocating for client needs and mitigating churn.
DIRECTOR, CLIENT SUCCESS
About third
Third is a modern-commerce growth company helping brands turn new and emerging platforms into real sales channels. Our integrated acquisition strategy connects best-in-class teams across TikTok, Whatnot, Meta, Snap, and beyond - eliminating the need to stitch together multiple partners.
We blend deep niche expertise with modern execution to launch, operate, and scale commerce on new platforms, transforming culture, creators, and content into real product sales.
The Role
Third is now hiring a Director of Client Success to scale our client partnerships across brand and retail accounts. In this role you will be responsible for defining and executing the overarching client success strategy, ensuring our partners achieve meaningful business results through livestream and social commerce.
What You’ll Do
The Director, Client Success drives retention and expansion across key accounts and works cross-functionally to elevate the client experience. The ideal candidate is a strategic operator and relationship builder with deep expertise in digital media, e-commerce, and the evolving creator economy.
Key responsibilities include:
- Client Success Strategy: Support Third’s client success vision and strategy: drive engagement, retention, and revenue growth across brand and retail partnerships. Recommend scalable processes to support long-term success.
- Enterprise Relationship Ownership: Senior point of contact for enterprise partners, ensuring alignment between client objectives and Third’s platform capabilities.
- Revenue Growth & Expansion: Identify and drive upsell and expansion opportunities across existing accounts. Partner closely with Sales to support renewals, retention forecasting, and account growth strategy.
- Performance & Insights: Oversee campaign performance analysis and reporting; ensure clients receive clear, actionable insights. Elevate reporting standards and leverage data to inform strategy and mitigate churn risk.
- Cross-Functional Collaboration: Partner with Product, Production, Commerce, Marketing, and Operations to advocate for client needs, influence roadmap priorities, and improve the client experience.
- Operational Excellence: Bring recommendations to help refine scalable onboarding, success planning, and health scoring processes to support Third’s growth. Implement best practices for lifecycle management in a fast-scaling environment.
- Thought Leadership: Maintain a deep expertise across the social commerce and creator economy landscape. Provide strategic guidance internally and externally, positioning Third as a leader in livestream commerce.
What We’re Looking For
Basic Qualifications
- Bachelor’s degree or equivalent experience in Client Success, Account Management, Digital Media, E-commerce, or related fields.
- 8+ years of experience in client success, account management, or a related customer-facing role, ideally within digital media, SaaS, or social commerce.
- 3–5+ years of experience on high-performing client success teams.
- Proven track record of managing and growing enterprise-level client relationships.
- Strong analytical capabilities, with the ability to interpret performance data and translate insights into actionable strategy.
- Excellent communication and executive presentation skills.
- Experience working cross-functionally in a fast-paced, high-growth environment.
- Deep understanding of the creator economy, livestream commerce, and digital marketing trends.
Nice to Haves
- Experience working at a high-growth startup.
- Previous experience with TikTok Shop or livestream commerce platforms.
- Understanding of cold-start brand growth strategies.
- Familiarity with tools such as Google Analytics, Looker, Airtable, CRM platforms, and customer success software.
Who You Are
- You have a passion for what happens at the intersection of content, commerce, and community.
- You take initiative based on your comprehensive experience in marketing for enterprise / complex client organizations.
- You bring a creative problem-solving mindset and a proactive, ownership-driven approach.
- You are looking for a challenging role that gives you room to explore, learn, and grow.
Why This Role Matters
Our clients are ready to scale.
They need a social commerce and livestream strategy to get there.
And they want to see meaningful results.
As Director of Client Success, you are here to make that happen.
Location
United States / Remote
Los Angeles, CA, New York, NY, Minneapolis, MN preferred
Compensation
- Base salary $180-200K + 20%
- Comprehensive health, dental, and vision coverage
- Flexible PTO
- Remote-first work environment with periodic team gatherings
- Access to an industry-leading network across social commerce, creator, and brand marketing
Third is an equal opportunity employer. We are committed to building a diverse team and an inclusive environment where all employees feel valued and empowered.
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