Customer Success Director, New Verticals

The Customer Success Director on the Digital & Media Customer Success team will serve as the primary business lead, responsible for managing key client relationships and driving business growth. This role entails overseeing the development and execution of strategic annual plans for assigned customers, nurturing relationships that foster retention, loyalty, and expansion.

The Director will collaborate closely with cross-functional teams - including product, planning, sales, analytics, and operations - to ensure client satisfaction and identify opportunities for continuous improvement. Additionally, the Director will lead the development, execution, and optimization of clients’ media strategies, ensuring consistent and effective communication across channels and alignment with brand objectives.

Primary Accountabilities:

• Lead the development and execution of advertising campaigns, including budget allocation and vendor relationship management.
• Create integrated media plans that support marketing objectives across paid, earned, and owned media.
• Coordinate with customers and ad operations to ensure timely execution of advertising programs.
• Partner with creative, product marketing, and ad operations teams to deliver cohesive and integrated campaigns.
• Analyze campaign performance and provide actionable, data-driven insights to optimize ROAS and iROAS.
• Plan, buy, and optimize media across both traditional and digital platforms—including DOOH, print, and online.
• Monitor performance vs. forecast, develop contingency plans, and take corrective actions to accelerate results.
• Negotiate vendor contracts and cultivate strong relationships with both clients and internal teams.
• Oversee client onboarding and training, ensuring strong adoption and continued engagement with contracted solutions.
• Lead regular client engagements - including weekly check-ins, monthly and quarterly business reviews, and annual planning sessions - to track progress against goals.
• Collaborate across departments to deploy best practices that maximize customer ROI and satisfaction.
• Stay current on media industry trends, best practices, and emerging technologies.

Additional Responsibilities:

• Perform other duties as assigned.
• Ensure full compliance with company policies and standards.

Required Qualification:

• Bachelor’s degree required.
• Minimum of 10+ years of progressive experience in marketing, ad tech, an advertising agency, CPG, or retail, with at least 5+ years leading cross-functional teams.
• Proven experience as a business lead with at least 5 years of direct customer ownership and planning.
• Demonstrated success in strategic planning and execution across diverse customer verticals.
• Track record of driving customer value through exceptional service and relationship management.
• Experience in process analysis and optimization.
• Excellent verbal and written communication skills, with a focus on building long-term business partnerships.
• Strong organizational skills with the ability to manage multiple cross-functional initiatives.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

• Occasionally required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
• Occasionally required to stand, kneel or stoop, and lift and/or move up to 20 pounds.
• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
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