Customer Success Director (CSD)

About the Role

As a Customer Success Director (CSD), you are the strategic partner our clients rely on to hit their enrollment and marketing goals. You own the health of the relationship: keeping satisfaction high, campaigns performing, and retention strong by delivering tailored solutions that fit each client's needs. Working shoulder to shoulder with our advertising, ad operations, creative, and data analytics teams, you turn performance into insight, resolve challenges before they escalate, and surface the opportunities that help clients grow and expand their partnership with Net Natives.

Metrics for Success

1. Client Value Enhancement ($)
2. Service Delivery Efficiency (%)
3. Client Retention Rate (%)
   

Key Responsibilities

Campaign Performance & Client Success

• Regularly assess client satisfaction and campaign outcomes, addressing potential issues early to protect performance.
• Analyse performance data to identify areas for improvement and coordinate optimisations with cross-functional teams.
• Facilitate weekly alignment meetings with advertising, ad operations, creative, and data analytics teams to refine campaigns against client objectives.
• Lead client review sessions to discuss results, recommend adjustments, and share actionable insights that support strategic goals.
• Diagnose and resolve campaign challenges in partnership with ad operations, ensuring reliable and effective execution.

Collaboration & Client Engagement

• Partner with Account Directors and wider subject experts to prioritise client needs, explore enhancement opportunities, and prepare for productive discussions.
• Maintain consistent communication with clients to track progress on initiatives and ensure timely resolution of tasks.
• Cultivate collaborative relationships with internal teams and clients to uphold exceptional service standards and build lasting trust.

Strategic Growth & Business Development Support

• Offer high-level strategic guidance that promotes long-term client success and alignment with enrollment objectives.
• Create and present evidence-based recommendations that demonstrate value and support clients in scaling their efforts effectively.
• Collaborate with the client services team to uncover new initiatives where additional support can drive meaningful results.
• Assist Account Directors in strengthening client connections by identifying key stakeholders across departments to deepen engagement.

What We Need From You

• Experience managing client relationships or campaign delivery, ideally within Higher Education, student recruitment, or a marketing/media agency.
• Confidence reading performance data and translating it into clear, actionable client recommendations.
• Strong understanding of digital advertising platforms and capabilities.
• Excellent written and verbal communication skills, and a natural, credible presenter.
• Sociable, professional, and genuinely energised by client success.

Company Information

We are Net Natives and we are on a mission to use data, technology and creativity to transform the way students connect with higher education institutions. Each year we connect millions of students with the courses and institutions that change the world. Over 100 creatives, strategists, technologists and analysts in the UK and USA have built a revolutionary data-driven technology platform that predicts and automates student advertising, while our creatives and strategists develop concepts and content that inspire students for some of the world's leading education brands.

Our culture is built on our simple ABC values: Accountable, Brave, Curious.

Benefits

• 15 days paid time off which increases with length of service
• Company sick pay (5 days full pay and 5 days half pay)
• 11 paid federal holidays  
• Buy additional holiday
• No one should work on their birthday, so have a paid day off
• Access to 401K scheme
• EAP (Employee Assistance Programme)
• Employee Referral Bonus
• Early finish on Fridays
• Time off for Charity / Volunteering work
• Maternity, Paternity pay
• A progression path tailored personally to you