CRM Strategist developing CRM systems to drive revenue growth for a music industry tech startup. Collaborating on initiatives to improve user engagement and optimize retention through data - driven strategies.
About the role
- Director of Client Success leading Centerfield’s Home Services organization to drive client performance and revenue growth across a $100M portfolio.
Responsibilities
- Serve as a senior leader within Centerfield’s Home Services Client Success organization, with full accountability for portfolio performance, sustainable revenue growth, and team execution across assigned clients and verticals
- Own a book of business directly or indirectly comprised of multiple clients, totaling approximately $100M+ in annual revenue
- Develop, understand, adjust, and grow client programs through the upsell/cross-sell of Centerfield products and services and operational refinement, reaching or exceeding assigned revenue goals within the fiscal year
- Establish revenue targets, performance expectations, and operational priorities for direct reports, including oversight of P and L responsibilities where applicable
- Oversee and guide a team of Managers and/or Senior Managers and their associated client relationships, ensuring consistent delivery, quality, and client satisfaction
- Design, evolve, and optimize team structure, workflows, and best practices to support scalable growth, operational efficiency, and long-term client value
- Identify and lead continuous improvement initiatives, including process refinement, training enhancements, and cross-functional collaboration, to drive measurable gains in team effectiveness and client performance
- Ensure consistent execution of Client Success standards, performance metrics, and service models across all managed teams, with accountability for outcomes, quality, and client impact
- Collaborate closely with Co-Director(s), VP, and President, Home Services to design and launch client growth initiatives
- Partner with VP and executive stakeholders on strategic and operational initiatives and serve as a trusted advisor to the broader Home Services organization
- Develop trusted, successful relationships with all client contacts and Centerfield colleagues
- Act as an escalation point for complex client, operational, or performance issues and ensure timely, effective resolution
- Oversee development of, and contribute materially as needed, to ensure quality of presentations during client meetings, business pitches, and internal syncs
- Host and/or attend weekly or bi-weekly meetings with clients; discuss ongoing objectives and understand success KPIs
- Host and/or attend internal meetings as necessary for client projects and team/company initiatives
- Learn and understand internal systems and assist the team with client communication related to technical issues
Requirements
- 10+ years of experience in client success, account management, or related client-facing roles, including progressive people leadership responsibility
- Knowledge of and extensive experience with digital and/or performance marketing, including paid media advertising
- Demonstrated ability to own and grow large, complex books of business with significant revenue responsibility through performance-driven strategies that deliver sustainable growth via client expansion, cross-sell, and upsell
- Proven experience leading and developing managers and senior-level individual contributors in a performance-driven environment, while thriving as both an individual contributor and a people leader who sets clear expectations, drives accountability, and delivers coaching and development
- Strong resource planning, delegation, and prioritization skills, with the ability to balance client needs, team capacity, and competing priorities while maintaining visibility into execution, outcomes, and risk
- Experience designing and implementing best practices that drive operational excellence, quality, and consistency at scale
- Strong problem-solving and cross-functional leadership skills, with the ability to think critically, build relationships, and proactively partner across sales, media, product, operations, finance, and engineering teams to drive solutions
- Comfortable leading through change in a dynamic, performance-driven, fast-paced environment, with a proactive, self-motivated approach and strong sense of responsibility
- High level of integrity and professionalism, with a strong sense of ownership and sound judgment in all decision-making
- Excellent written, verbal, presentation, and interpersonal communication skills
- Flexibility in work hours depending on client meeting schedules across multiple time zones
- Ability to travel, as needed, to accomplish client goals (<25%)
Benefits
- Competitive salary + semi-annual bonus
- Unlimited PTO – take a break when you need it!
- Industry-leading medical, dental, and vision plans + generous parental leave
- 401(k) company match plan – fully vested on day 1
- Outside patio overlooking Playa Vista + cabanas, firepits & working grills
- Monthly happy hours, catered lunches + daily food trucks
- Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
- Fully stocked kitchens with snacks & drinks
- Breakroom supplied with games, couches, workout equipment + weekly in-office exercise classes hosted by professional instructors (yoga, kickboxing & circuit training)
- Free onsite gym + locker rooms
- Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
- Monthly team outings (ball games, casino night, hikes, etc.)
- Career growth – we enjoy promoting from within!
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