Group Director, Client Success

Group Director, Client Success

The Group Director, Client Success, Americas has a high-impact leadership role with ultimate responsibility for the retention, growth, and success of a significant client portfolio valued at $8-10M in revenue across the Americas region. As a key member of the Managing Director, Americas Leadership Team, this role combines hands-on management of important, complex, key client relationships with strategic leadership of an integrated team of Client Partners and Client Success Delivery professionals working collaboratively across the same accounts. This position serves as the primary custodian of client relationships within the portfolio, ensuring exceptional service delivery while identifying and executing opportunities for portfolio expansion.

Key Responsibilities

Strategic Leadership and Americas Business Development

Serve as a key member of the Managing Director, Americas Leadership Team, driving strategic planning, business growth initiatives, and operational excellence across the region

Lead cross-functional strategic projects that impact client success, revenue growth, and market expansion, as needed

Provide strategic input on market positioning, competitive strategy, and service innovation based on deep client insights and portfolio performance

Champion client-centric approaches in all leadership discussions and business decisions

Contribute to knowledge sharing initiatives that benefit the broader organization

Represent Ebiquity at industry events and conferences, building brand recognition and thought leadership in key markets

Client Portfolio Management and Strategic Growth

Lead retention and growth strategies for an $8-10M client portfolio, maintaining ultimate responsibility for financial performance, client satisfaction, and strategic expansion

Develop and execute comprehensive portfolio strategies that align with Americas business objectives and market opportunities

Monitor portfolio health through key metrics including retention rates, growth percentages, profitability, and client satisfaction scores

Collaborate with Finance to optimize portfolio profitability and ensure accurate forecasting for revenue, growth, and resource planning

Directly manage the most important, complex, and strategic client relationships within the portfolio, serving as the primary senior-level contact and trusted advisor

Build and maintain C-level relationships with key stakeholders, ensuring Ebiquity is positioned as an indispensable strategic partner

Drive cross-sell and up-sell initiatives, expanding relationships from single-service to comprehensive multi-service engagements

Team Leadership and Organizational Development

Lead and develop an integrated team of Client Partners and Client Success Delivery professionals working collaboratively across portfolio accounts

Foster a high-performance culture focused on client-centricity, excellence, and continuous improvement

Provide coaching, mentoring, and career development support to ensure team members achieve professional goals while driving business results

Implement team performance standards, conduct regular reviews, and ensure alignment with portfolio and company objectives

Attract, develop, and retain top talent within the client success organization

Support succession planning and knowledge transfer to ensure business continuity

Champion professional development opportunities and internal mobility for team members

Cross-Functional Leadership and Partnership

Collaborate closely with Group Director, Client Delivery to optimize workflows, service quality, and client experiences across all portfolio accounts

Provide continuous feedback on delivery processes, quality standards, and operational improvements that enhance client satisfaction

Provide leadership to help ensure seamless handoffs and coordination between client success and delivery teams

Support new business development through client references, case studies, and market introductions

Skills, Knowledge and Expertise

The ideal candidate will have +15 years of relevant experience in client success, account management, or consulting roles within the media, advertising, or analytics industries.

Strong background in media measurement, analytics, or related services with proven ability to understand and articulate complex technical solutions to C-level executives.

Demonstrated track record of achieving revenue growth targets through existing client relationships, with specific experience in cross-selling and up-selling professional services.

Proven leadership experience managing high-performing client-facing teams with ability to motivate, develop, and retain top talent.

Exceptional relationship-building skills with demonstrated ability to establish trust and credibility with senior-level executives and decision-makers.

Strong business acumen with experience in financial planning, forecasting, and P&L management.

Excellent presentation and communication skills with proven ability to influence stakeholders at all organizational levels.

Experience in RFP processes, proposal development, and new business presentations.

Required knowledge of media planning, buying, and measurement practices

Familiarity with Ebiquity's service offerings and market positioning preferred.

Benefits

We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you :

• Competitive salary
• Health Insurance including exclusive plans for Dental & Vision
• EAP Program Access
• 401(k) Plan
• HSA & FSA options
• Life & Disability Insurance
• Generous PTO and an extra day off for your birthday
• Paid Maternity / Paternity Leave
• Paid Holidays / Sick Time
• Summer Fridays and Flexible Work Hours
• Remote first location; with opportunities to join in-person team meetings.
• A company focus on wellbeing and work life balance.
• Broad range of learning and development opportunities underpinned by a focus on career progression and internal mobility.

About Ebiquity

About Ebiquity : Creating a Better Media World, Together. Ebiquity is the world leader in media investment analysis.

We harness the power of data to provide independent, fact-based advice, enabling brand owners to perfect media investment decisions and improve business outcomes.

We are a data-driven solutions company helping brand owners drive efficiency and effectiveness from their media spend, eliminating wastage and creating value. We provide analysis and solutions through five Service lines :

More than 500 media specialists operate from our 18 offices across 16 countries, covering 80% of the global advertising market and that's why we want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.

Our Core Values

Collaboration - The foundation on which we build our business, and we put people first, whether they are clients or colleagues

Creativity - We are consistently looking for new ways of doing things and new ways of thinking

Clarity - We prioritise clarity for our clients and colleagues in the way we work, leading with transparency

Courage - We have an unshakeable belief in what we are capable of together as a team.