Director, Client Services
Archway Marketing Services
Norcross, GA
Sales / Marketing, Business Development
The Client Success Director (CSD) is a leadership role responsible for ensuring client satisfaction,
retention, and growth by delivering exceptional service and fostering strong relationships. This role
involves strategic planning, team leadership, and cross-functional collaboration to enhance customer
experience and drive business success. The CSD will oversee client success teams, implement best
practices, and work closely with internal departments to ensure clients achieve their goals with the
company's products and services.
Key Responsibilities
Service Delivery & Operational Excellence
Education & Training:
retention, and growth by delivering exceptional service and fostering strong relationships. This role
involves strategic planning, team leadership, and cross-functional collaboration to enhance customer
experience and drive business success. The CSD will oversee client success teams, implement best
practices, and work closely with internal departments to ensure clients achieve their goals with the
company's products and services.
Key Responsibilities
Service Delivery & Operational Excellence
- Ensure consistent, high-quality service delivery that meets or exceeds client expectations.
- Work closely with product and technical teams to resolve client issues and improve service
- Develop and implement client success programs, including training materials and best practices.
- Leverage data and analytics to refine processes and optimize the customer journey.
- Ensure clients receive maximum value from products and services, driving satisfaction and
- Develop and maintain deep relationships with key clients, acting as a trusted advisor.
- Oversee client onboarding and implementation, ensuring a seamless experience.
- Gather client feedback to identify areas for improvement and innovation and drive change
- Help define and execute a client success strategy that aligns with overall business goals.
- Lead and mentor a client success team, promoting a culture of collaboration and client advocacy.
- Establish key performance metrics to measure client satisfaction, retention, and team efficiency.
- Identify industry trends and emerging needs to enhance service offerings.
- Partner with the sales team to identify expansion opportunities within existing accounts.
- Develop and execute strategies for upselling and cross-selling to maximize revenue growth.
- Represent the company at industry events, networking opportunities, and client meetings to
- Support contract renewal negotiations to ensure long-term partnerships.
- Build, train, and manage a high-performing client success team.
- Provide continuous coaching, feedback, and professional development opportunities.
- Foster a culture of proactive client engagement and data-driven decision-making.
- Conduct regular performance evaluations and implement strategies for improvement.
Education & Training:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
- MBA preferred
- Certifications in customer success, leadership, or business development are a plus.
- 7-10 years of experience in client success, account management, or customer experience.
- Proven ability to manage client relationships and drive business growth.
- Experience leading and developing teams in a dynamic environment.
- Strong knowledge of customer success strategies, business operations, and service excellence.
- Outstanding communication, negotiation, and relationship-building skills.
- Strong leadership and team management capabilities.
- Analytical mindset with a data-driven approach to client success.
- Ability to collaborate cross-functionally and drive organizational improvements.
- Proficiency in CRM platforms, project management tools, and data analytics software.
- Ability to manage multiple priorities in a fast-paced environment.
About the company
Company website•Advertising Services
Archway is the preferred partner in marketing execution for well-known brands. We simplify the complex by leveraging technology and our industry experts in procurement, fulfillment & logistics, and digital solutions to deliver cost savings and improve our clients’ speed to market.
Our teams use best practices, developed from 65+ years of experience working with Fortune 500 clients, to achieve your marketing execution goals. As a result of our full-circle alignment approach, Archway has created long-lasting partnerships with some of the world’s best companies.
By putting people first, collaborating with others, and working with unstoppable passion to deliver on our commitments, we help industry leading brands execute their marketing and sales better.
Contact us to learn more at [email protected] or 866.779.9855.