A Head of Customer Success for Brands & Agencies is a senior strategic leadership role focused on ensuring the long-term value and success of a company's most important clients: major brands and their advertising or marketing agencies. This profession sits at the critical intersection of client partnership, revenue retention, and product adoption, acting as the primary architect of the customer journey post-sale. Professionals in these jobs are responsible for transforming client relationships from transactional engagements into deeply embedded, strategic partnerships that drive mutual growth. Typically, individuals in this role design and execute the overarching customer success strategy specifically tailored for the complex ecosystem of brands and agency networks. They build and mentor a high-performing team of Customer Success Managers, establishing the playbooks, processes, and metrics that define excellence. A core responsibility is serving as the executive bridge between key client stakeholders—such as global agency leads and brand marketing directors—and the internal solutions ecosystem, including product, sales, marketing, and operations teams. They ensure that the company's offerings are seamlessly integrated into the client's media plans, trading strategies, and operational workflows. Common responsibilities include developing joint business plans and executive partnership programs to foster multi-year collaboration. They champion product adoption by educating clients on best practices and new capabilities, ensuring the technology delivers on its promised performance. This involves creating scalable engagement models that work for both enterprise-level relationships and in-market teams, overseeing tailored onboarding and implementation programs, and building repeatable success plans that drive campaign efficiency and results. Furthermore, they are tasked with gathering critical client feedback to inform product roadmaps, prioritizing features that meet the specific reporting, measurement, and workflow needs of agencies and brands. The typical skills and requirements for these leadership jobs are substantial. Candidates usually possess 8-12+ years of experience in customer success, strategic account management, or client services within ad tech, martech, or digital media. A deep, intrinsic understanding of agency holding company structures, media buying operations, and brand-side marketing objectives is non-negotiable. The role demands exceptional executive communication and influence skills to navigate senior-level conversations both internally and externally. Proven experience in building and scaling global teams, alongside a strong analytical grasp of programmatic workflows, data integration, and campaign measurement, is essential. Success in this profession is measured by net revenue retention, product adoption rates, client satisfaction scores, and the strategic expansion of partnerships across an agency or brand's global footprint. For those seeking to lead at the nexus of technology and client strategy, Head of Customer Success – Brands & Agencies jobs represent a pinnacle career opportunity.
