Director, Client Success

Core Responsibilities

Client Relationship Management & Growth

You'll own and nurture a portfolio of key client accounts, serving as their trusted advisor and primary point of contact. Your focus will be on understanding each client's business objectives, market challenges, and growth opportunities to identify ways our agency can deliver increased value. Through regular strategic business reviews, proactive outreach, and deep client immersion, you'll uncover opportunities to expand project scope, introduce new services, and increase wallet share year-over-year. You'll ensure the delivery of the highest possible quality creative work that meets client needs and addresses their business problems while maintaining exceptional client satisfaction and retention.

Revenue Expansion & Account Planning

You'll develop and execute comprehensive account growth strategies designed to increase annual revenue from each client. This includes identifying upsell and cross-sell opportunities across our service offerings, from structural design and brand identity to sustainability consulting and production optimization. You'll independently write compelling proposals that win business and accomplish company objectives, create multi-year account roadmaps that align our capabilities with client priorities, and establish clear pathways to revenue growth. You'll track, manage, and grow the revenue pipeline while consistently achieving revenue targets across your assigned accounts.

Strategic Partnership Development

Beyond managing individual projects, you'll position yourself as a strategic partner who understands the CPG landscape, retail trends, and consumer behavior. You'll bring insights and ideas that help clients win in-market, demonstrating the strategic value of our partnership beyond execution excellence. This thought leadership will be key to elevating our relationships from vendor to valued business partner, ensuring you're seen as an essential contributor to their success.

Project Oversight & Client Advocacy

You'll serve as an active project manager for key client initiatives, keeping projects on time, on budget, and focused on achieving objectives while ensuring profitability. You'll work in close partnership with our Program Management team, who will handle day-to-day project execution, timeline management, and budget oversight. While Program Management ensures projects run efficiently and deliver against profit margin targets, you'll remain the strategic client contact, stepping in for high-level escalations, strategic pivots, and ensuring overall client satisfaction.

Internal Leadership & Cross-Functional Collaboration

You'll serve as the voice of the client internally, working closely with our creative, strategy, production, engineering, and research teams to ensure exceptional work that exceeds expectations. You'll champion client opportunities across the agency, rallying resources and expertise to deliver comprehensive solutions. Your ability to coordinate across internal teams and utilize critical thinking to find solutions that satisfy client wishes while upholding business needs will be essential to your success.

What You Bring

Experience & Expertise

• 5-6+ years of client-facing experience in brand design, packaging design, structural packaging design and innovation, advertising, or related creative services, with proven success in account management and growth
• Consulting experience and direct client experience preferred
• Structural packaging design and innovation experience preferred
• Deep understanding of the CPG industry, including knowledge of packaging design trends, retail dynamics, and consumer goods marketing
• Demonstrated track record of growing client accounts and consistently exceeding revenue targets through relationship building and strategic selling

Skills & Competencies

• Exceptional relationship-building skills with the ability to develop trust and credibility with senior marketing and innovation leaders
• Strategic mindset with the ability to connect creative solutions to business outcomes and articulate value in terms clients care about
• Strong business acumen, including experience with account planning, forecasting, and identifying growth opportunities
• Skilled experience and abilities in the sales process from initiation to close
• Excellent communication and presentation skills, comfortable leading executive-level client meetings and business reviews
• Advanced interpersonal, motivational, and negotiation skills
• Strong organizational skills, meticulous attention to detail, and adaptive problem-solving abilities
• Experience partnering effectively with program/project management teams, understanding how to divide responsibilities between strategic relationship management and operational execution
• Self-motivated and proactive, with ability to manage multiple complex accounts simultaneously

Education & Technical Skills

• Bachelor's degree in sales, communications, business, or related field
• Proficient computer skills including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel, Project)
• Asana experience is a plus
• HubSpot experience is a plus

Success Metrics

• Year-over-year revenue growth across assigned client portfolio
• Achievement of individual revenue targets and pipeline development goals
• Client retention and satisfaction scores
• Expansion of services and project types within existing accounts
• Number of strategic business reviews conducted and opportunities identified
• Pipeline development and conversion rates for account expansion
• Profitability of managed accounts and projects

What Success Looks Like

• Success in this role means building trusted client partnerships that drive growth and long-term value.
• You proactively uncover opportunities to expand services, increase wallet share, and achieve consistent revenue growth across your accounts.
• You align internal teams to deliver exceptional, profitable work that exceeds client expectations.
• Success is reflected in strong client retention, expanded engagement, and recognition as a strategic partner who delivers measurable business impact.

This role offers the opportunity to shape client partnerships that drive meaningful business impact while working with some of the most recognized brands in the CPG space. Join our talented, inventive team if you're energized by building relationships, uncovering growth opportunities, delivering strategic value, and being part of an agency culture that celebrates innovation and collaboration.