Director Customer Success

Punch is a full service digital agency based out of New York, Silicon Valley, LA, Boston, Stockholm and Phuket, Thailand. Here at Punch, we take pride in tackling our clients’ most challenging tasks. Founded by a group of former Google Engineers and now with over 75 staff, Punch is now leading the way in creating new cutting-edge technology.

Punch is immediately hiring an Director of Client Success to join our team in New York or San Francisco .

This position is responsible for generating revenue, strategy and leadership with our Client Success team. In addition, the Director is accountable for leading the Pre-Sales/Sales Support and Account Management teams, ensuring Digital’s clients receive a solution that aligns with campaign goals and customer relationships are retained and expanded.

The ideal candidate was previously a Sales professional, comfortable with carrying a number, who transitioned into Client Success management. As well, they are hands-on and a regular presence in client-facing meetings, both on the phone and in-person.

Key Duties / Responsibilities:

• Accountable for both revenue retention and new growth within existing business
• Accountable for department success by leading the Account Management & Client Solutions teams and ensure its leaders and their teams are appropriately supported and put in positions of success
• Responsible for owning department KPIs, providing insight into department progress to goal, and mapping out future strategies that align with the overall business objectives
• Continually monitor the team’s overall health, including recommending and executing key strategic changes for continued long-term scale
• Provide leadership and strategic guidance to the leader of the Account Management team to ensure our existing business KPIs (such as up-selling/cross-selling, churn reduction, increased renewal rates) are exceeded and client satisfaction is high
• Provide leadership & strategic guidance to the leader of the Client Solutions team to ensure our client prospects are presented with an advanced digital strategy that aligns with their goals
• Measure effectiveness of the Client Success team by defining and reporting on specific department KPIs and being accountable for department success
• Lead a next-class team by recruiting experienced leaders and individual contributors, attracting high potential new talent, as well as cultivate and retain existing high performers
• Establish client relationships with high-level decision makers and provide strategic direction for their accounts in order to retain and expand existing business
• Collaborate with the existing team to evaluate, recommend, and implement various processes and strategies to improve team efficiency of the customer lifecycle and improve overall client experience
• Recommend new systems or tools to improve overall team efficiency across the team
• Align and collaborate with internal leaders of Marketing, Product, Sales, Operations and Finance to ensure department success
• Travel a minimum of 25% through the year

Qualifications

• 10+ years of Client Success experience, grown from a prior Sales Management career where they carried a number
• 12+ years of experience in the media industry (the significant majority in digital media)
• Proven digital marketing leader with experience in paid media, campaign optimization, digital analytics, modeling & optimization, and/or marketing databases
• Strong team player who works well with others and prioritizes the development of his or her people
• Proven success leading teams that growth of existing clients, including highly strategic accounts
• Experience building & leading successful existing business teams required
• Ability to quickly identify and implement key changes that benefits the overall business
• Data-driven decision maker
• Ability to coach teams of varying skillsets & levels of seniority
• Exceptional communication & presentation skills
• Highly experienced in performance management decisions
• Bachelor’s Degree Job Link: https://careers.punch.cool/recruit/Portal.na

Job Type: Full-time

Required education:

• Bachelor's

Required experience:

• Client Success: 10 years

We are a team of former Google Engineers and Designers based in Silicon Valley, New York and Phuket, Thailand.

All of our core engineers are paid in the $150,000 range or greater and we also provide our engineers the opportunity to work, all expenses paid, from our Phuket, Thailand office one month a year as a creative outlet to work and enjoy life to the fullest.

In this role you will work with some of the most exciting projects in the industry today with a team of fast moving engineers and designers who have a passion for building disruptive products.