Client Services Account Director

at  Brilliant

Join a creative agency that’s cultivating the best corporate gifting experiences in the world through personal white-glove service, amazing gift selections / retail genius, and thoughtful, user-friendly software. As our Client Success Account Director, you will lead a team of creative partners and associates responsible for creating experiences tailored to meet our clients’ corporate gifting needs. Your focus will be on guiding clients through the customer journey with an eye towards retention and growth. If you’re a great communicator, a pro at retaining and nurturing client connections and empowering a high-performing team – step right up!

Team Leadership

• Lead, mentor, and develop a high-performing customer success team.
• Align team performance with functional goals and provide regular feedback and growth opportunities to team members.
• Support and lead hiring, training and enablement across the Customer Success function.
• Cultivate a collaborative and positive team environment that celebrates continuous learning and proactive problem-solving.

Client Relationship Management

• Guide the team in nurturing strong, long-lasting relationships across the client base ensuring successful gifting campaigns and smooth project execution.
• Act as the main point of contact for escalated client issues leveraging strategic problem-solving and ensuring timely resolution.
• Support regular check-ins and business reviews with clients to promote retention, explore growth opportunities, identify process efficiencies and sharpen industry insights.
• Ensure team fluency and utilization of the Brilliant tech stack and CRM to deliver service excellence, optimize the customer journey and track client touchpoints.

Retention & Growth

• Implement strategies to retain existing clients, reduce churn and optimize workflows.
• Identify and pursue upsell and cross-sell opportunities to grow client accounts in collaboration with the Sales and Account Management teams.
• Analyze customer success metrics and other data-driven insights to inform growth strategy and improve client satisfaction and processes.

Functional Leadership

• Shape and lead Customer Success goals and broader company initiatives.
• Support the development and documentation of new processes, workflows and best practices to scale the Customer Success function.
• Represent Customer Success in cross-functional collaborations.