Director, Customer Success

Join the creative revolution at XR!

XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!

At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.

Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together! 

The Opportunity

The Customer Success Team Lead supports the VP of Customer Success in driving client satisfaction, retention, and growth across XR’s enterprise and recurring revenue clients. This role combines hands-on client relationship management with leadership responsibilities for a team of Sr. Customer Success Managers (SCSMs) and Customer Success Managers (CSMs) 

Acting as both a player and coach, the Team Lead ensures clients experience exceptional onboarding, proactive engagement, and measurable success using XR’s platform and services. They help translate the company’s strategic direction into day-to-day execution, mentoring team members, maintaining quality standards, and ensuring every client interaction aligns with XR’s mission to deliver excellence and partnership. 

Key Responsibilities 

• Lead and mentor a team of Sr. CSMs and CSMs, providing regular guidance, performance feedback, and professional development support. 

• Serve as a day-to-day resource and escalation point for the team, ensuring consistent delivery of best-in-class client service. 

• Collaborate with the VP of Customer Success to align team objectives with department goals. 

• Support hiring, onboarding, and training of new CSMs to maintain high performance and engagement. 

• Foster a positive, collaborative team culture focused on growth, accountability, and innovation.

Client Relationship Management 

• Own relationships with key enterprise and recurring revenue clients, acting as a strategic advisor and senior point of contact post-sale. 

• Focus on retention of accounts, fostering key relationships with client contacts.

• Develop and execute customized Customer Success plans with proactive touchpoints (weekly, monthly, or quarterly) to drive engagement, adoption, and retention. 

• Conduct onboarding and product training sessions for new clients and provide ongoing education on XR’s offerings. 

• Understand client business goals, workflows, and challenges to deliver measurable value and influence long-term success. 

• Partner with Sales to identify and support upsell and cross-sell opportunities that align with client needs. 

Operational Excellence & Cross-Functional Collaboration

• Use analytical tools to track engagement, adoption, and business outcomes, sharing insights and recommendations with clients and internal teams. 

• Represent the Voice of the Customer (VOC) in discussions with Product, Marketing, Sales Operations, and Technical Support teams. 

• Support the development and improvement of processes, playbooks, and workflows to enhance efficiency and client experience. 

• Assist in the creation and delivery of Quarterly Business Reviews (QBRs) with key clients, ensuring data-driven insights and actionable outcomes. 

• Act as a Subject Matter Expert (SME) on specific clients or processes, guiding internal teams on best practices. 

Revenue & Retention 

• Support the renewal process by ensuring high client satisfaction and identifying expansion opportunities. 

• Collaborate with Sales on account growth initiatives, ensuring proposed solutions align with the client’s objectives and budget structure. 

• Monitor and report on key client metrics (usage, engagement, satisfaction) and proactively mitigate churn risks. 

Pursuant to New York City & California's Pay Transparency Laws, the pay range for this position is $130,000-160,000 per year; base pay offered may vary depending on job-related knowledge, skills, and experience.

Requirements

• Experience: 3–5 years in Customer Success or Account Management, with at least 1 year in a team leadership or mentorship capacity.

• Industry Knowledge: Experience in advertising, creative production, or SaaS account management preferred.

• Client Skills: Proven success managing large enterprise or global clients, including interactions with executive and C-suite stakeholders.

• Technical Skills : Strong proficiency with CRM systems, customer engagement tools, and data visualization platforms.

• Soft Skills: 

• High emotional intelligence and communication ability.

• Strategic problem-solving mindset with a bias for action.

• Strong organizational skills and attention to detail.

• Comfortable giving and receiving feedback and managing sensitive client conversations.

• Education: Bachelor’s degree

KPIs

• Client retention and renewal rates 

• User engagement and product adoption 

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) 

• Team performance metrics (QBR delivery quality, client feedback, internal engagement) 

• Expansion and upsell contribution 

• Churn and escalation management 

The wonderful world of XR

Impactful Work: You’ll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide. 

Global Reach, Local Impact: With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that’s making waves across the globe!

Innovation & Growth: We’re all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you’ll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.

Creative Culture: We celebrate creativity and collaboration. Whether you're working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.

Make a Difference: Here, you’ll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.

Let's Redefine What's Possible 

If you’re ready to elevate brand growth, connect creativity across platforms, and unlock a new era of creative intelligence, we’d love to hear from you. Pitch us your vision- and let's build the future, together.