Client Success Director: Growth, Strategy & Leadership

84.51˚; Cincinnati (OH); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Health plan

Dental and Vision

401(k) match

Paid time off

Maternity/Paternity leave

Job summary

84.51° in Cincinnati is seeking a Manager, Client Success to lead a portfolio of clients across Media, Incentives, and Insights. You will guide strategy, build senior relationships with CPG and Kroger stakeholders, and drive retention and organic growth while aligning with Sales, Product Strategy, Data Science and Finance.

You will coach a small team of Client Success associates, own renewal planning and risk management, oversee quarterly business reviews and annual plans, and help shape best

Qualifications

• Bachelor's degree required.
• Minimum 5+ years of account management, client success, consulting, and/or business development experience.
• Media, Incentives, Insights, retail media, loyalty, or related experience required.
• Experience leading day-to-day team activities and coordinating the work of others; prior people management experience preferred.
• Strong experience building senior-level client and stakeholder relationships.
• Demonstrated success driving retention, client satisfaction, and portfolio growth.
• Strong strategic thinking and problem-solving skills.
• Excellent communication, organization, and prioritization skills.
• Ability to navigate ambiguity and drive recommendations and solutions forward.
• Strong cross-functional leadership and collaboration skills.
• Project management experience preferred.

Responsibilities

• Lead client success strategy for a portfolio of clients to drive retention, organic growth, and strong client experience across Media, Incentives, and Insights.
• Manage, coach, and develop a small team of Client Success associates, including performance management and ongoing support.
• Build and maintain senior-level relationships with CPG clients and Kroger stakeholders to develop strategies and drive commercial outcomes.
• Own portfolio retention strategy, including client health, renewal planning, risk identification, and proactive action planning.
• Identify and progress organic growth opportunities across the portfolio in partnership with Sales and cross-functional teams.
• Lead delivery of key client planning and review processes, including quarterly business reviews and annual plans.
• Represent client growth strategies in partnership with Kroger teams in joint business planning discussions.
• Partner with Product Strategy, Data Science, Finance, Sales to remove barriers and improve client outcomes.
• Drive utilization of insights and measurement solutions to maximize client value.
• Lead team operations and ways of working to improve productivity and consistency.
• Proactively identify and solve for client, team, and process challenges.
• Contribute to development of best practices and offerings to improve organizational effectiveness.

Skills

Client relationship management

Team leadership

Strategic thinking

Cross-functional collaboration

Communication

Project management

Education

Bachelor's degree

Job description

84.51° in Cincinnati is seeking a Manager, Client Success to lead a portfolio of clients across Media, Incentives, and Insights. You will guide strategy, build senior relationships with CPG and Kroger stakeholders, and drive retention and organic growth while aligning with Sales, Product Strategy, Data Science and Finance.

You will coach a small team of Client Success associates, own renewal planning and risk management, oversee quarterly business reviews and annual plans, and help shape best