Client Success Lead

Center 3 (19075), United States of America, McLean, Virginia
Client Success Lead
Client Success Lead
Position Overview:
As a Client Lead, you will serve as the primary point of contact for Business Segment Leadership within the Enterprise Marketing & Messaging (M&M) Delivery team. This role focuses on strategically overseeing, managing, and aligning the delivery of business intent and marketing initiatives within a line of business. You will work closely with segment leadership and internal functional teams to coordinate the prioritization and execution of marketing campaigns, projects, and partnerships to ensure alignment with business objectives. The Client Lead will also maintain performance accountability, manage capacity, and contribute to platform and technology roadmaps to drive efficient delivery.
Key Responsibilities:
Business Segment Relationship Management

• Act as the single point of contact for assigned business segment, facilitating the delivery of marketing and messaging campaigns.
• Build and maintain strong relationships with segment leadership, serving as a trusted advisor and partner for marketing delivery.
• Facilitate forums and discussions to share performance, insights, and alignment on upcoming priorities and initiatives.

Business Intent Execution Accountability

• Collaborate with business partners to plan, prioritize, and refine strategic intent across delivery models.
• Develop and maintain a backlog of business intent and oversee functional teams to ensure timely and effective execution.
• Maintain a comprehensive roadmap for each segment, tracking intent and technical/platform changes that impact delivery.
• Serve as the escalation point for business segment concerns, addressing issues with appropriate M&M delivery teams.

Planning & Prioritization

• Partner with Capacity Planning and Resource Management to forecast and allocate resources to meet segment objectives.
• Enable execution planning by coordinating with project managers, sales force marketing campaign specialists, data analysts, and design/content editors.
• Monitor and optimize delivery performance to ensure alignment with the business segment's goals.

Metrics & Performance Reporting

• Oversee the performance and reporting of business segment portfolios, ensuring transparency and alignment on marketing delivery metrics.
• Prepare and present content for Monthly Business Reviews (MBRs), segment reviews, and other forums on delivery performance.
• Analyze and communicate segment-specific data to drive continuous improvement and support data-driven decision-making.

Platform & Technology Partnership

• Stay informed about platform roadmaps and changes that could impact marketing delivery, advising on prioritization and execution adjustments.
• Act as a consultant for platform development and align technology builds with marketing processes and delivery needs.

Qualifications:
Basic Qualifications:

• Bachelor's Degree, Military experience, or Commensurate work experience
• At least 5 Years of Account Executive, Customer Success, Operations, or Project Management experience
• At least 3 years of People Management experience

Preferred Qualifications:

• Masters Degree or MBA
• 8+ years of Project Management or Process Management experience
• 5+ years of People Management experience
• Proven experience in strategic planning, prioritization, and execution within a marketing delivery framework
• Excellent interpersonal and communication skills with the ability to influence cross-functional teams and stakeholders.
• Experience in managing large-scale initiatives and building client relationships at the senior management level.
• Familiarity with project management tools and methodologies (e.g., Agile, Scrum, JIRA).
• Experience in capacity planning, resource management, and performance reporting frameworks.
• Experience managing backlogs, roadmaps, and cross-functional prioritization for projects.
• Proficient in analyzing data and performance metrics, using insights to drive continuous improvement and guide resource allocation.
• Comfortable preparing and presenting insights for Monthly Business Reviews (MBRs), executive reviews, and client meetings.
• Ability to identify and mitigate risks proactively, including experience managing escalations and addressing issues with candor and care.
• Excellent written and verbal communication skills, with the ability to distill complex information for varied audiences.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
New York City (Hybrid On-Site): $172,900 - $197,300 for Sr Manager, Project Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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