Director, Client Success,

Company Description

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

Overview

We are seeking a dynamic, strategic, and client-centric Director of Client Success to lead a team of Client Solutions Strategist and get results for key retail, brand and agency partners in the fast-evolving digital space. This individual will be tasked with improving the purpose, people, and process of the Client Success team, to get as high a multiplier effect on our collective outcome as possible. In this collaborative management role, you will build off a deep understanding of our business offerings, the needs of our clients, as well as the internal needs of the organization to enable scalability and growth. You will partner with cross functional leads, sales, and client success to develop winning media solutions, increase revenue, and increase client retention for Epsilon and the Retailer.

Responsibilities

• Owns post sale delivery and incrementality of existing relationships/campaigns
• Partners across core teams (Sales, Ad Ops, Analytics, Finance) to provide support, escalapartner concernstreamlined ways of working to ensure effective and efficient client support and execution
• Partners with Retailer leads (RBO, SVP, Sales, Sales Ops, Marketing, etc.) to provide the Sales and Client Success teams with the tools, resources, and support needed to drive sales and client outcomes.
• Leads, mentors, and empowers a group of Client Success Managers to achieve the desired outcomes that contribute to the growth of the business
• Supports in the hiring and training of new associates, and ongoing coaching and mentoring as needed
• Drives productivity and engagement across Client Success team
• Manages up wins, areas of opportunity, and risk
• Establishes, documents, and maintains processes that support an efficient workflow
• Serve as the lead point of contact for all customer Client Success critical issue matters and project manages troubleshooting efforts internally
• Leads custom solution development with cross functional teams on behalf of clients
• Build and maintain strong, long-lasting client relationships. Develop trusted advisor relationships with key accounts, customer collaborators and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external collaborators
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Oversees delivery reporting, strategic planning, complex scopes, and revenue targets
• Collaborates with sales team to identify and grow opportunities
• Assist with challenging client requests or issue escalations as needed
• Supports the VP, Client Success with building and delivering trainings that will level up the department and continue to drive creative thinking for our clients
• Support in developing media plan recommendations based on client product knowledge, keeping in mind individual brand performance goals and growth
• Support material creation from initial sales pitch to campaign completion, including contract creation, overseeing creative and asset management and platform setup and execution.
• Ensure 100% accuracy with campaign setup
• High-level understanding of performance metrics and analytics to deliver confident feedback to the suppliers/brands, as needed (and as supported by the Analytics team)

Other:

• Challenge yourself to become an expert in digital media channels for maximum impact – including display, mobile, search, social and online video, among others

Qualifications

• BA/BS degree or equivalent
• 10+ years of account management, client success, ad operations, analytics and/or sales experience
• 5+ years of management experience
• Excellent interpersonal communication skills
• Proven leadership on large, complex accounts with significant production demands.
• Deep experience delivering integrated campaigns across digital display, digital video, CTV, and audio.
• Fluency in data informed decision making, creative performance analytics and retail media considerations.
• Strong financial stewardship across scopes, forecasting and staffing.
• Strong storytelling and creative evaluation instincts, especially within retail environments.
• Solution oriented attitude with the ability to think analytically
• Technical proficiency and the ability to pick up new technology quickly
• Efficient time management skills – able to sustain timeline management and campaign deliverables 
• Strong organizational skills
• Proven inspiring leader in planning and improving operational efficiencies
• Ability to work under pressure and adapt quickly to adverse situations
• Experience in various Ad Server platforms and/or the ability and willingness to learn quickly
• Working knowledge of retail, ecommerce, and digital industry 
• Experience in with planning/CRM platforms (Preferably Salesforce, Placements. Io)
• Problem-solver with investigative skills
• Advanced proficiency in Excel
• A track record of introducing efficiencies, process rigor or smarter ways of working

Additional Information

When you join Epsilon, we’ll create something EPIC together. We’re a global leader in data and identity, with deep expertise in digital media, clean rooms, customer data platforms, loyalty and marketing services. Positioned at the center of Publicis Groupe, Epsilon helps brands deliver personalized experiences at scale and build lasting customer relationships by unlocking the full potential of data and identity. Epsilon operates in 30+ countries across EMEA, the Americas and APAC, with more than 8,000 employees.

Check out a few of these resources to learn more about what makes Epsilon so EPIC:

Our Culture: https://www.epsilon.com/us/about-us/our-culture-epsilon

Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog

Epsilon has five values that define our culture and guide us as we create value for our clients, our people and consumers. We seek candidates who align with our company values, demonstrate them and make them meaningful in their day-to-day work:

• Act with integrity. We are transparent and have the courage to do the right thing.
• Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.
• Innovate with purpose. We shape the market with big ideas that drive big outcomes.
• Respect all voices. We embrace differences and foster a culture of connection and belonging.
• Empower with accountability. We trust each other to own and deliver on common goals.

Because You Matter

As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to:

• Time to recharge: Flexible time off (FTO), 14 paid holidays, paid sick time
• Family well-being: Parental/new child leave, childcare & elder care assistance, adoption assistance
• Extra perks: Comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling

Epsilon benefits are subject to eligibility requirements and other terms.

Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants who need accommodations to complete the application process. Please reach out to LeaveofAbsence@epsilon.com to request an accommodation.

For San Francisco Bay and Los Angeles Areas: Epsilon will consider qualified applicants with criminal histories for employment in a manner consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance. Applicants with criminal histories are welcome to apply.

Compensation Range: USD $120,000.00 - USD $180,000.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 12/3/2026.