Director, Client Success

Are you a project management / client services expert in the digital media and branded content space who is passionate about delivering the best service and leading teams that do the same? Have you had success working with luxury fashion, jewelry &/or watch clients? Do you enjoy and excel at handling communication across all levels of a client’s organization? Do you have experience working with teams such as Sales, Video, Branded Content, Design/Creative, Edit, Ad Operations and Social to build programs from kick-off through campaign wrap? If so, we want to hear from you.

Key Responsibilities: 

As a Director, Client Success at Future, you are the quarterback in the execution of some of our largest custom and integrated programs. Reporting to the VP US Client Success and Global Ad Operations, you are the client’s main contact after the sale, ensuring their expectations are met throughout the program and delivering white-glove service. You engage with all types of client stakeholders, from execution teams to senior decision makers. Internally, you are building timelines throughout the campaign and working with teams on production of custom offerings, ensuring launches, optimum performance and full delivery. An organized approach to project management will be imperative, balancing client needs and what our teams require to accomplish their respective deliverables. When things don’t progress as planned, you gracefully pivot and collaborate with clients and internal colleagues. You monitor performance throughout programs, recommending optimizations and upsells. Your greatest success is exceeding client expectations, having them renew a program incorporating your recommendations and getting to work with them again! You join a small group of other Directors, each managing teams of Client Success Managers, ensuring your team hits all their marks to do the same.

Experience that will put you ahead of the curve...

• 6+ years experience in project management/account management, preferably in digital media
• Experience managing people / teams
• Excellent client service communication skills via email, presentation, and both virtual and in-person meetings
• Proficiency in CRM and project management tools such as Salesforce, Asana 
• Experience working with luxury fashion, jewelry &/or watch clients is desired
• Experience in post-sale digital campaign execution
• Experience working with native content creation 

What's in it for you

The expected salary range for this role is $115,000 - $135,000

This is a Hybrid role from our New York Office, working three days from the office, two from home

… Plus more great benefits, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level C4

Who are we…

We’re Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We’ve got ambitious plans that further build on our growth momentum and unlock new opportunities – and we’re looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are. 

Different perspectives spark ideas, fuel creativity, and push us to innovate. That’s why we’re building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It’s not just about what you bring to the table — it’s about making sure the table has room for everyone.

Because a diverse team isn’t just good for business. It’s the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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