Customer Service Director, Marketing Services
Arizent is a business information company that empowers professional communities by providing insights, analysis, and opportunities to connect. With deep industry expertise and a data-driven platform, we deliver subscriptions, marketing services, live events, and access to Leaders, our executive forum. Our brands include trusted financial services publications such as American Banker, The Bond Buyer, Financial Planning, and National Mortgage News, as well as professional services brands like Accounting Today, Employee Benefit News, and Digital Insurance.
We are looking for creative thinkers with the skills and drive to help advance our vision. If you are interested in bringing 150 years of experience and reputation together with a start-up mentality, then we invite you to get to know us!
To learn more, visit www.arizent.com.
About the position:
The Director, Customer Success, Marketing Services plays a critical role in ensuring successful campaign execution by serving as a strategic partner to sales teams, external clients, and internal execution teams. This role is responsible for leading the account coordination function and overseeing three core areas: pre-sales and sales operations; direct client support and relationship management; and campaign execution and day-to-day operations.
The ideal candidate is an excellent communicator, highly organized, detail-oriented, deadline-driven, and skilled at managing multiple stakeholders and priorities in a fast-paced environment. This individual should be proactive, solutions-oriented, and comfortable leading both people and process to ensure exceptional client service and flawless execution.
Key Responsibilities:
Team Leadership and Cross-Functional Coordination
● Lead and manage the customer success team, ensuring high-quality support, strong execution, and clear accountability across all active client programs.
● Serve as a central liaison between sales, campaign managers, finance, and project teams to ensure alignment on campaign feasibility, inventory, timelines, and deliverables.
● Conduct regular internal check-in meetings to ensure teams remain on track, risks are surfaced early, and deadlines are consistently met.
● Help establish and reinforce best practices, workflows, and service standards across the customer success function: refining client reporting templates, client health tracking, and CSAT surveys.
Pre-Sales and Sales Operations Support
● Partner closely with sales representatives to support client management and ensure a smooth transition from proposal to execution.
● Act as a liaison between sales and advertising campaign managers to determine inventory availability and delivery feasibility before programs are sold.
● Review contracts prior to submission to clients, and vet signed contracts before acceptance to ensure accuracy, completeness, and operational readiness.
● Support the development and refinement of client MSAs in partnership with Sales, Finance, and other internal stakeholders.
● Oversee order entry and Salesforce management for supported regions, ensuring opportunity and campaign data are accurate and up to date.
Direct Client Support and Relationship Management
● As the department director, you will serve as a key point of contact for a set of our largest clients during campaign onboarding and execution, ensuring a smooth handoff post-sale and a strong overall client experience.
● Schedule and lead internal and external kickoff calls with clients and all relevant internal stakeholders.
● Communicate required deliverables and assets to clients, gather materials in a timely manner, and ensure clients understand deadlines and expectations.
● Field client questions throughout the campaign lifecycle, coordinating internally to provide accurate and timely responses.
● Communicate schedule updates, project changes, or delivery risks to clients and internal stakeholders as needed to keep all parties aligned.
● Identify and escalate potential client concerns, execution risks, or service issues early, and partner with the seller and internal teams to resolve them effectively.
● Alert sellers to potential new revenue opportunities, including upsell and renewal opportunities, as well as any emerging client needs.
Campaign Execution and Day-to-Day Operations
● Develop and maintain unified production schedules across all departments involved in a project, share timelines with clients, and incorporate feedback as needed.
● Manage a pipeline of active projects simultaneously, ensuring no deadlines, deliverables, or client commitments are missed.
● Work closely with internal execution teams to receive campaign deliverables, track progress, and ensure campaigns launch according to contracted timelines.
● Communicate production schedule changes when asset delivery or approvals are delayed, ensuring internal teams and clients remain informed and aligned.
● Partner with Finance to resolve billing discrepancies, credit applications, and invoicing-related issues as they arise.
● Ensure campaigns are tracked properly from contract through launch and completion, with strong attention to detail and operational discipline.
● Perform other duties as required to support client success and business operations.
Qualifications & Requirements
● Bachelor’s degree in Marketing, Communications, Business, Project Management, or a related field.
● 5+ years of experience in customer success, account management, client services, campaign operations, or a related field.
● Prior people management or team leadership experience preferred.
● Proven ability to manage complex client relationships and coordinate cross-functional teams in a deadline-driven environment.
● Strong project and account management skills, with exceptional attention to detail and follow-through. Experience with Monday.com or similar enterprise project management platform preferred.
● Experience reviewing contracts, managing campaign workflows, and supporting sales operations processes.
● Ability to manage multiple priorities simultaneously while maintaining accuracy and a high level of client service.
● Strong problem-solving, communication, and organizational skills.
● Experience with Salesforce or similar CRM platforms required.
● Demonstrated ability to identify risks, resolve issues proactively, and spot opportunities for account growth.
This role is ideal for a highly organized, client-focused professional who thrives in a fast-paced environment and enjoys collaborating across teams to drive success.
Why Join Arizent?
At Arizent, we believe equal opportunity is more than a policy, it's a source of strength and innovation. We are committed to creating an inclusive workplace where every employee feels valued, respected, and empowered to bring their authentic selves to work. Our Employee Resource Groups (ERGs) play a key role in creating a supportive and enriching work environment.
We offer competitive compensation and a comprehensive benefits package designed to support your well-being and growth. Benefits include:
Medical, dental, and vision coverage
Disability and life insurance
Paid vacation, sick, personal, and mental health days
Parental leave and holiday pay
401(k) program
Pretax transportation benefits
Fitness reimbursement
Salary will be based on experience, skills, knowledge, and location. Applicants are encouraged to include salary expectations in their cover letter.
As an equal opportunity employer, we provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, height and weight, protected veteran status or any other protected status. This policy of equal employment opportunity applies to all terms and conditions of employment.