Director, Customer Solutions & Growth
masterworks.agency & infinite.media
As the Director of Customer Success & Integrated Services at Infinite Media, you will be the key leader responsible for the strategy, integration, and operational execution across our core client-facing service teams: Customer Success, Media Services, and Creative Services. You will play a crucial role in ensuring our offerings are cohesive, performance-driven, and aligned with client objectives and agency growth goals.
This leadership role requires a unique blend of strategic thinking, deep operational understanding of media and creative disciplines, and dedication to fostering superior customer partnerships and satisfaction.
Key Responsibilities:
Strategic Leadership & Service Integration
- Oversee the strategic coordination between the Customer Success, Media, and Creative teams to deliver a seamless, high-performance client experience.
- Define and implement robust internal processes and workflows that optimize the handoff and collaboration between service departments, improving efficiency and service quality.
- This includes collaborating closely with other department leaders to ensure a unified approach to client success.
- Maintain a deep understanding of our customers' industries, markets, and competition, and stay up to date on industry trends and emerging technologies to propose innovative, aligned solutions.
- Ensure that all integrated solutions (creative output and media execution) are directly aligned with the company's strategic goals, overall Customer Success objectives, and client performance goals.
Customer Relationship Management & Excellence
- Build and maintain high-trust, transparent relationships with key customers across the entire lifecycle, from pre-sales consultation through renewal.
- Serve as a senior point of contact and collaborative partner, advising customers on marketing strategies, understanding their business goals, and translating those into actionable objectives for the teams.
- Ensure the effective and professional delivery of complex campaign performance data, regular reports, and strategic presentations to clients.
- Oversee the continuous refinement of onboarding materials and customer success documentation, ensuring prompt and professional resolution of elevated customer concerns and issues.
Revenue Growth & Business Development
- Identify new opportunities within our existing customer base for revenue growth and collaborate with the team to uncover upsell and cross-sell opportunities.
- Aid in company growth by identifying and contacting prospective customers and supporting the sales team in high-value pitches.
Company Leadership & Talent Development
- Manage a team of Customer Success Managers and Creative Directors to ensure cohesive strategic execution.
- Set clear, measurable goals for the Customer Success team, and contribute to the broader service goals of the company, monitoring performance and providing regular feedback.
- Foster a collaborative and high-performance environment across all integrated service teams. Aid in defining necessary skill sets and hiring profiles to scale the service delivery teams effectively.
- Lead by example, embodying the core values and vision of Infinite Media.
