[Hiring] Director, Client Experience @Mediavine

Role Description

The Support Manager is responsible for building, growing, and motivating Mediavine’s support team. The ideal candidate has a strong passion for customer support, previous experience leading a team and comes from a strong background in managing teams that support multiple customer segments. The Support Manager will identify opportunities for continuous improvement including evolving processes, reporting, and engagement delivery to scale across all support engagements. This role will report to the Director of Support.

Essential Responsibilities

• Define and lead the overall Client Experience strategy, aligning team priorities with company goals and client needs.
• Build, lead, and develop a high-performing Client Experience team, fostering a culture of accountability, empathy, and continuous improvement.
• Own and evolve KPIs that measure client satisfaction, retention, and operational efficiency; ensure visibility and accountability across the organization.
• Drive scalable processes, systems, and workflows to support a growing and diverse client base while maintaining a high-touch experience.
• Partner cross-functionally with Product, Engineering, Marketing, and Operations to ensure seamless client experiences and effective issue resolution.
• Leverage client feedback, support insights, and data trends to inform product improvements and business decisions.
• Establish best practices for client communication, engagement, and lifecycle management across all touchpoints.
• Oversee complex client issues and escalations, ensuring timely resolution and strong client outcomes.
• Ensure the team maintains deep knowledge of Mediavine’s products, services, and evolving feature set.
• Identify opportunities to proactively engage clients, improve adoption, and drive long-term retention.
• Champion a client-first mindset across the organization, serving as an advocate for client needs and experience.
• Represent the Client Experience function in leadership discussions, contributing to strategic planning and decision-making.
• Drive continuous improvement in tools, documentation, and processes to enhance both team efficiency and client satisfaction.

Qualifications

• 8+ years of experience in client experience, customer support, or customer success roles.
• 3+ years of experience leading and scaling high-performing teams, preferably in a remote environment.
• Proven track record of improving client satisfaction, retention, and operational performance at scale.
• Strong leadership and coaching experience, with the ability to develop managers and future leaders.
• Experience defining KPIs, reporting frameworks, and using data to drive decision-making.
• Ability to operate strategically while ensuring strong execution and accountability.
• Excellent cross-functional collaboration skills, with experience partnering across Product, Engineering, and Operations.
• Exceptional communication skills, with the ability to influence stakeholders and represent the client perspective at a leadership level.
• Strong problem-solving skills with the ability to navigate ambiguity and drive clarity.
• High level of empathy and customer-centric thinking, with a commitment to delivering exceptional experiences.
• Experience working in fast-paced, high-growth environments with evolving priorities.
• Strong organizational and time management skills, with the ability to manage competing priorities.
• Ability to handle sensitive and confidential information with discretion.
• Demonstrated commitment to fostering an inclusive, collaborative, and high-performing team culture.
• Travel as needed for company events, team meetings, and industry conferences (approx. 20%).

Requirements

• 3+ years of progressive experience selling programmatic advertising.
• Established relationships within the Programmatic industry, including but not limited to: SSPs, DSPs, Data Partners and AdTech Vendors.
• Experience selling private marketplace Deal IDs and programmatic guaranteed, with a track record of hitting or exceeding sales targets.
• Experience with negotiating complex deals that meet strategic revenue goals.
• Ability to set up PMP deals and troubleshoot issues.
• Strong relationships with advertisers directly, and their agencies of record.
• Experience in solutions based sales organizations.
• Experience engaging with clients to maximize their potential and relationships.
• Excellent communication and presentation skills, both in person and virtually.
• Proficiency and comfortability with real-time communication and technology vital to the fast-paced ad tech industry.
• Proven skills in problem-solving, follow-through, attention to detail and prioritization.
• A positive attitude and strong self-motivation.
• Ability to be a collaborative, team player.
• Ability to travel to up to 20%.