Director, Customer Solutions & Growth

Director, Customer Solutions & Growth

masterworks.agency & infinite.media

As the Director of Customer Success & Integrated Services at Infinite Media, you will be the key leader responsible for the strategy, integration, and operational execution across our core client-facing service teams: Customer Success, Media Services, and Creative Services. You will play a crucial role in ensuring our offerings are cohesive, performance-driven, and aligned with client objectives and agency growth goals.

This leadership role requires a unique blend of strategic thinking, deep operational understanding of media and creative disciplines, and dedication to fostering superior customer partnerships and satisfaction.

Key Responsibilities

Strategic Leadership & Service Integration

• Oversee the strategic coordination between the Customer Success, Media, and Creative teams to deliver a seamless, high-performance client experience.
• Define and implement robust internal processes and workflows that optimize the handoff and collaboration between service departments, improving efficiency and service quality.
• This includes collaborating closely with other department leaders to ensure a unified approach to client success.
• Maintain a deep understanding of our customers' industries, markets, and competition, and stay up to date on industry trends and emerging technologies to propose innovative, aligned solutions.
• Ensure that all integrated solutions (creative output and media execution) are directly aligned with the company's strategic goals, overall Customer Success objectives, and client performance goals.

Customer Relationship Management & Excellence

• Build and maintain high-trust, transparent relationships with key customers across the entire lifecycle, from pre-sales consultation through renewal.
• Serve as a senior point of contact and collaborative partner, advising customers on marketing strategies, understandin