Director, Customer Success

The Director, Customer Success is the primary trusted advisor and confidant for our largest most strategic accounts. He/She is responsible for the day to day account management, ongoing client revenue success, and the long term vision for our strategic accounts. This includes a solid understanding of our financial processes and profitability and the proactive management and development of client relationships to drive agency revenue and profitability. He/She is expected to be the primary strategic client contact and advisor, with visible ongoing engagement. Deep expertise in each client’s business strategy is required for this role.

About the job
Key Responsibilities
  • Own the client relationship and all related revenue goals on our most strategic accounts. This person’s main measure of success will be client satisfaction and revenue growth of the account.
  • Own the client’s brand, creative, technology and related marketing strategy and effectively influence the clients to drive revenue while achieving their stated objectives. Contribute to and be accountable for new business development in our strategic and new logo accounts.
Strategic Account Management
  • Understand agency revenue and profitability model and lead the team to meet account growth goals.
  • Own the revenue and related forecast for our strategic accounts. Determine and negotiate budget needs; provide input to fee development. Vigilantly seek to optimize agency services and internal resources to assist with profitability and revenue goals.
  • Keep the team informed of account status, problems, plans, and meetings and provide solutions to address client issues as well as get others involved as needed.
  • Serve as a Sr. Account Leader to the broader agency team and to client.
  • Help to create, advance and apply best practices in agency process.
  • Develop staff, mentor other members across the Mighty & True team.
  • Approach our client’s brands from a holistic marketing perspective. Integrate emerging technologies, new marketing tactics and best practices into client recommendations.
  • Have a comprehensive understanding of the client's business and have a thorough understanding of industry business trends. Be alert to changes in clients’ marketplace. Have broad knowledge of what’s going on in the marketplace to offer solutions to clients.
  • Continuously grow and cultivate relationships with appropriate client influencers, executives and thought leaders to help maintain solid knowledge of client’s business and be seen as a strong trusted advisor.
  • Be an expert in multiple channels and audiences—enough knowledge to be able to act agnostically when making decisions on behalf of the client and provide valuable guidance to client accounts.
  • Own the client’s overall strategy and communicate to the extended internal team, the overall client vision and the vision for all marketing programs for client’s business. Be sought as strategic leader by the team and a guide for other strategic personnel at the agency.
  • Spearheads the creation of the storyline and presentation to client of campaign and annual plans and significant interim programs.
  • Be responsible for new business opportunities and driving growth on assigned brands.
Tactics and Execution
  • Communicate strategy and tactical plan effectively. Ultimately responsible for the effective direction of all agency resources to meet the client’s needs.  
  • Provide clear strategic direction to the agency team. Evaluate creative product against strategic direction and provide constructive feedback.
  • Have a solid knowledge of Mighty & True’s businesses, offerings, and tools.
Client Management
  • Own our strategic client relationships. Effectively sell the creative product to the client as the senior trusted advisor on the account. 
  • This role is extremely client facing and revenue generating. Outstanding client service and relationship building is critical. Proactively manage relationship with clients and seek opportunities to strengthen/build new relationships as needed.
  • Seek opportunities to showcase agency work among current and prospective clients and deliver new ideas that help the client move forward.
  • Find opportunities to grow business within current accounts and into new accounts.
  • Be and be seen as the undisputed point person for senior client.
  • Have excellent storytelling and presentation skills.
  • Solve client issues and independently moderate conflicts with significant complexity and political sensitivity.
Who we're looking for


  • Candidate must have expert level strategy and account management experience in an agency / creative environment.
  • Candidate must be comfortable being assigned revenue goals and have the nature to consistently find ways to meet or achieve them. 
  • Some business-to-business experience is preferred though not mandatory.
  • Proactive and action oriented. Great multitasker.
  • Exhibits integrity and trust and has demonstrated ability to build relationships with clients and internal partner.
  • Exhibits self-development and desire to learn.

Apply now

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