Director, Customer Solutions & Growth
masterworks.agency & infinite.media
As the Director of Customer Success & Integrated Services at Infinite Media, you will be the key leader responsible for the strategy, integration, and operational execution across our core client-facing service teams: Customer Success, Media Services, and Creative Services. You will play a crucial role in ensuring our offerings are cohesive, performance-driven, and aligned with client objectives and agency growth goals.
This leadership role requires a unique blend of strategic thinking, deep operational understanding of media and creative disciplines, and dedication to fostering superior customer partnerships and satisfaction.
Key Responsibilities:
Strategic Leadership & Service Integration
- Oversee the strategic coordination between the Customer Success, Media, and Creative teams to deliver a seamless, high-performance client experience.
- Define and implement robust internal processes and workflows that optimize the handoff and collaboration between service departments, improving efficiency and service quality.
- This includes collaborating closely with other department leaders to ensure a unified approach to client success.
- Maintain a deep understanding of our customers' industries, markets, and competition, and stay up to date on industry trends and emerging technologies to propose innovative, aligned solutions.
- Ensure that all integrated solutions (creative output and media execution) are directly aligned with the company's strategic goals, overall Customer Success objectives, and client performance goals.
Customer Relationship Management & Excellence
- Build and maintain high-trust, transparent relationships with key customers across the entire lifecycle, from pre-sales consultation through renewal.
- Serve as a senior point of contact and collaborative partner, advising customers on marketing strategies, understanding their business goals, and translating those into actionable objectives for the teams.
- Ensure the effective and professional delivery of complex campaign performance data, regular reports, and strategic presentations to clients.
- Oversee the continuous refinement of onboarding materials and customer success documentation, ensuring prompt and professional resolution of elevated customer concerns and issues.
Revenue Growth & Business Development
- Identify new opportunities within our existing customer base for revenue growth and collaborate with the team to uncover upsell and cross-sell opportunities.
- Aid in company growth by identifying and contacting prospective customers and supporting the sales team in high-value pitches.
Company Leadership & Talent Development
- Manage a team of Customer Success Managers and Creative Directors to ensure cohesive strategic execution.
- Set clear, measurable goals for the Customer Success team, and contribute to the broader service goals of the company, monitoring performance and providing regular feedback.
- Foster a collaborative and high-performance environment across all integrated service teams. Aid in defining necessary skill sets and hiring profiles to scale the service delivery teams effectively.
- Lead by example, embodying the core values and vision of Infinite Media.
Skills Required
- Strategic coordination between Customer Success, Media, and Creative teams
- Define and implement internal processes and workflows for cross-team handoffs
- Deep understanding of customers' industries, markets, competition, and industry trends
- Build and maintain high-trust relationships with key customers across the lifecycle
- Serve as senior point of contact advising customers on marketing strategies and translating goals into actionable objectives
- Deliver complex campaign performance data, regular reports, and strategic presentations to clients
- Refine onboarding materials and customer success documentation; resolve elevated customer issues
- Identify upsell and cross-sell opportunities within existing accounts and support sales initiatives
- Manage and develop a team of Customer Success Managers and Creative Directors
- Set measurable goals, monitor team performance, and provide regular feedback
- Define hiring profiles and skill sets to scale service delivery teams
- Demonstrate company values and lead by example in fostering a collaborative, high-performance environment
What We Do
Masterworks is a marketing and fundraising agency that helps Christian organizations of all shapes and sizes fully accomplish their missions in the world by providing a complete range of innovative marketing and fundraising solutions. If you are interested in partnering with us to help you accomplish your mission, we’d love to chat. You can contact us on our website at www.masterworks.agency/contact. If you are interested in working with us, check out our Careers page at www.masterworks.agency/careers.
