Director of Customer Success - Agency

Location: Tel Aviv (Hybrid)

About the Role:

We are looking for an experienced Director of Customer Success to join a fast-growing B2B digital marketing agency and lead the Customer Success organization.

This is a strategic leadership role responsible for owning the entire customer lifecycle—from onboarding and delivery excellence to retention, expansion, and long-term partnerships. You will lead a team of Customer Success Managers while partnering closely with senior leadership to deliver exceptional client experiences, operational excellence, and measurable business impact.

The ideal candidate combines strong leadership skills with deep expertise in B2B digital marketing and a passion for building high-performing teams, scalable processes, and long-term client relationships.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers

• Own the end-to-end customer lifecycle, ensuring customer satisfaction, retention, and account growth

• Build and maintain executive-level relationships with key client stakeholders

• Lead strategic business reviews (QBRs, MBRs, WBRs) and provide trusted marketing guidance

• Oversee integrated digital marketing strategies across Performance Marketing, SEO, Creative, CRO, and Growth

• Establish and improve Customer Success processes, playbooks, quality standards, and operational best practices

• Ensure consistent delivery excellence across all client accounts

• Collaborate with internal teams to align strategy, execution, and client expectations

• Monitor customer health, identify risks and growth opportunities, and proactively drive account success

• Support business growth through account expansion and upselling opportunities

• Serve as the senior escalation point for strategic client matters

Requirements

• 8+ years of experience in Digital Marketing

• Leadership experience within a Digital Marketing Agency

• Experience leading Customer Success, Client Services, or Account Management teams

• Strong expertise in Performance Marketing, SEO, Creative, CRO, and Growth Marketing

• Experience managing enterprise or complex B2B client accounts

• Strong commercial mindset with the ability to identify growth opportunities

• Excellent communication, presentation, and executive stakeholder management skills

• Native or near-native English (written and spoken)

• Experience building processes, mentoring teams, and driving operational excellence

Preferred Qualifications

• Experience working with SaaS, technology companies, or other B2B organizations

• Experience leading cross-functional teams in a fast-paced agency environment

• Strong analytical skills with a data-driven approach to decision-making

• Experience scaling Customer Success organizations and improving operational efficiency

What We Offer

• Join a fast-growing global digital marketing agency

• Lead and shape a high-performing Customer Success organization

• Work with innovative B2B technology companies

• High-impact leadership role with real ownership and influence

• Collaborative, professional, and growth-oriented work environment

• Excellent opportunities for career development and leadership growth