Director, Client Success

Job Description:

About the Team:

The Client Success Group is a team of post-sale leaders responsible for ensuring the successful execution and long-term performance of Wall Street Journal Barron's Group custom content, events and media partnerships. This role operates with a high degree of independence and strategic accountability, guiding complex programs and serving as a senior advisor to clients and internal stakeholders.

About the Role:

The position sits at the center of client relationships, sales strategy, and program delivery, translating business objectives into scalable, high-impact solutions. In addition to managing top-tier client engagements, this role manages individual contributors and participates in operational improvements, training, and the development of best practices across the Client Success organization. The role reports directly to the Executive Director of Client Success.

You Will:

Strategic Client Leadership

• Independently direct and supervise the post-sale client experience in designated advertising sector, providing strategic guidance to Client Success Management contributors at all levels, to launch multifaceted advertising and custom content programs for top-tier clients, serving as the primary strategic advisor throughout the engagement lifecycle and directing the work of individual contributors
• Anticipate client needs and proactively identify opportunities to enhance program performance, recommending solutions that align with both client objectives and organizational priorities.
• Build and maintain senior-level client relationships, representing the organization with authority and ensuring a high-quality experience across all touchpoints.

Program Ownership and Cross-Functional Leadership

• Lead the launch and supervise the execution of all contracted deliverables across the WSJ Barron's Group product suite, including custom content, live journalism, research, custom ad units, social media, newsletters, podcasts, editorial sponsorships and related initiatives
• Coordinate and provide direction to cross-functional partners to ensure timely delivery of program elements and alignment with client expectations.
• Guide internal teams through complex or evolving program requirements, helping remove roadblocks and ensuring accountability across stakeholders.
• Monitor program health, delivery milestones, and financial performance across portfolio of programs assigned to vertically-aligned CS team, assessing the portfolio of projects from a deal health and margin perspective and identifying opportunities for optimization.

Operational Leadership and Process Development

• Contribute to the development and implementation of operational standards, workflows, and best practices that improve efficiency and scalability across the Client Success organization.
• Evaluate client experience trends and recommend improvements to tools, processes, and client engagement strategies.
• Ensure effective use of project management systems to track timelines, manage dependencies, and communicate status updates to internal and external stakeholders.

Team Management, Coaching, and Development

• Directly manages individual contributor and people managers in Client Success organization, helping build capability and consistency across the team.
• Support onboarding and training initiatives by sharing knowledge, documenting best practices, and helping establish clear operational standards.
• Act as a senior resource to colleagues, offering direction on complex client scenarios and advising on program management strategies.
• Provide management-level oversight of team performance, including contributing to employee performance evaluations, offering coaching and feedback, and participating in hiring and selection decisions.

Brand Stewardship

• Uphold and protect the integrity of the brand across all client engagements, ensuring programs reflect the organization's editorial standards, reputation, and creative values.

You Have:

• 12+ years of experience in client success, account management, media, advertising, or a related field, with a strong focus on managing complex, high-value client relationships
• Proven ability to operate as a strategic advisor to senior stakeholders, with experience influencing decision-making and driving business outcomes
• Demonstrated success leading large-scale, multi-channel programs within a media, publishing, or content-driven environment (experience with Dow Jones or similar organizations is a plus)
• Strong understanding of digital media, branded content, advertising solutions, and integrated marketing programs
• Exceptional project management and organizational skills, with the ability to manage multiple priorities and navigate ambiguity
• Experience working cross-functionally with sales, editorial, marketing, and product teams to deliver client solutions
• Strong analytical mindset, with the ability to assess program performance, identify optimization opportunities, and communicate insights effectively
• Excellent communication and presentation skills, with executive presence and the ability to represent premium brands such as The Wall Street Journal and Barron's
• Experience mentoring or managing junior team members, with a track record of developing talent and fostering team growth
• High level of professionalism, accountability, and attention to detail, with a commitment to delivering best-in-class client experiences

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Business Area:

Dow Jones - Media Sales

Job Category:

Sales

Union Status:

Non-Union role

 

 

Base Pay Range: $160,000.00 - $200,000.00

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.