Head of Customer Success

Role Overview

The Director of Accounts owns the account management and partner success function across both of the client’s brands, responsible for gross and net revenue retention, expansion and renewal revenue, and the performance and growth of every account manager across both brands.

What You Will Do

Own retention and expansion for the client’s entire book of business across two sister agencies, lead the account teams, build the operating system for the function, and make the account team a leader in AI adoption.

Why It Might Be a Fit

The ideal candidate has proven leadership of an account management or partner success function, with a track record of moving GRR and NRR at the portfolio level, and experience with AI adoption and commercial literacy.

Requirements

• Account or partner success leadership experience
• Directly comparable scale: 2+ years as a Director of Accounts, Partner Success, or equivalent at an agency of similar size and scope
• Tenure in the function: 6+ years total in account management, client success, or partner success roles, including at least 3 years in a leadership position
• Retention track record: Has moved GRR and NRR at the portfolio level, not just held onto individual accounts
• Expansion ownership: Has carried and hit an expansion, upsell, or renewal number inside an account function
• Cross-brand operator: Comfortable building consistent systems and standards across two brands at once, without collapsing distinct service models into one
• Leadership of a team, not just accounts: 2+ years managing other people in an account or success function (AMs, Seniors, or Team Leads)
• Genuinely AI-forward: Actively uses AI to multiply team output, with evidence of deploying it with a team, not just aware of it as a trend
• Root cause problem solver: Full ownership mentality; fixes the pattern behind a churn or performance issue rather than solving one account at a time
• Commercial literacy: Working knowledge of payroll-to-billings efficiency, book-load discipline, and how retention connects to margin
• Executive communication: Excellent written and verbal communication with leadership, partners, and cross-functional stakeholders; comfortable owning escalations at the executive level

Benefits

• Base Pay: $160K to $180K
• Variable: Tied to retention, expansion, and servicing benchmarks
• Total OTE: $190K to $215K