Director, Enterprise Customer Success

We are the marketing localization people. We help brands and their agencies successfully execute strategic marketing and communications programs in over 200 languages across 118 countries. With our unique blend of traditional and creative language services and global digital marketing capabilities, we connect clients’ words to the right people, in the right language, on the right channels.

THE ROLE

Our business is growing, and we are seeking a Denver-based experienced, dynamic Director, Enterprise Customer Success to join our global team. The ideal candidate will have a proven track record of driving growth with enterprise-level global customer relationships, preferably for streaming and entertainment brands. With 10+ years experience overseeing global customer relationships and exceptional leadership skills, this is an exciting opportunity to integrate into and grow our most important client relationships at Wordbank. The role requires a strategic thinker who can proactively partner with internal ops teams on account strategy and growth initiatives, while driving innovation that propels client partnerships to the next level, and delivering an unrivalled customer experience both internally and with our clients.

Our Director, Enterprise Customer Success will be a business-savvy consultant, actively listening to and endlessly curious about our customers’ evolving challenges, needs, and goals. They will take initiative to drive Wordbank business growth by being a risk-taker and creative problem solver, proposing contextually-relevant, innovative solutions to help our clients achieve their international business goals.

With a genuine desire to help customers succeed, they will nurture client relationships and growth opportunities from a human perspective, connecting with contacts as objective consultants and genuine partners, without a hidden sales agenda. They will be familiar with the Challenger Sale and an experienced challenger seller, positioning all growth opportunities within that framework.

The role demands a self-driven, proactive visionary who can achieve ambitious goals in exceeding topline sales targets and meeting our clients’ needs, while leading an engaged and high-achieving team and growing our enterprise-level customer relationships in the entertainment industry. The Director, Enterprise Customer Success will continually innovate to keep Wordbank operations aligned with evolving client needs and priorities in the streaming and entertainment space. Exceptional leadership, communication, and interpersonal skills are essential, as this individual will build strong relationships based on trust with both customers and internal teams.

SALARY & BENEFITS (US specific)

$100,000.00- $125,000.00/ annually

(Below benefits are for FT workers. Limited benefits are offered to part-time staff)

• Universal health care plan options that are majority Wordbank paid
• Wordbank-paid Dental and Vision plans
• EAP with resources to help support you
• Short-term and long-term disability plans
• Partially paid maternity and paternity leave (Wordbank paid benefit coverage while on leave)
• Flexible time off (minimum of 23 days a year, but no limits)
• 12 Paid holidays, outside of the 23 day minimum
• Birthday off
• Volunteer Time-Off
• Learning Time-Off
• Part-time benefit offerings
• Retirement plans (401K, Health Savings Accounts, Flexible Savings Accounts)

KEY RESPONSIBILITIES & FOCAL POINTS

• Oversee the customer relationship, partnership and commercials, as well as account strategy and all growth initiatives on allocated enterprise-level streaming service and entertainment accounts.
• Set and achieve ambitious annual + quarterly goals and KPIs for designated accounts that ladder up to 1-year and quarterly company total revenue + growth revenue goals.
• Proactively identify opportunities, strengths, risks, and threats for the allocated account-set.
• Drive account growth via value-add, solutions-focused cross-selling, upselling, and farming, as well as warm and cold outreach, as a trusted consultant in strong customer relationships.
• Galvanize account teams to connect the dots between our internal people, processes, and systems, and the customer’s needs and goals, while ensuring the day-to-day account needs are being consistently met and optimized following our Proven Process.
• Act as an escalation point for program, project, and functional leads, in the event of customer satisfaction and quality issues.
• Plan and lead recurring business reviews (monthly, quarterly, and/or annual) both internally and with clients.
• Consistently follow the best practices outlined in our Business Development Playbook.
• Actively use our CRM, Active Campaign, for growth plans and outreach.
• Support the VP, Customer Success in annual and quarterly planning and goal setting for the team.
• Keep monthly account forecasts consistently up-to-date.
• Stay abreast of the current financial situation at the account and company level to make strategic, contextual account-level financial decisions.
• Monitor margin reports and identify potential financial health trends and issues at the account level.
• Own actions and decisions, confidently driving initiatives without waiting for permission.
• Seek out and value diverse perspectives, actively farming for dissent to refine strategies and solutions.

This is a framework of the role responsibilities and not a comprehensive list.

EXPERIENCE & SKILLS

• Proven experience working with or within enterprise-level companies in the entertainment and/or streaming service space.
• Proven business acumen.
• Successful track record of setting and achieving ambitious goals and KPIs within a business environment.
• Strong background in partnership strategy and/or relationship management with a proven track record of delivering high-quality customer experience.
• Deep expertise in business consulting, data analysis, and financial management. Super user of GSuite products, particularly Sheets and Slides, as well as video conferencing tools like Zoom, and LinkedIn Sales Navigator.
• Experience working in Active Campaign and Seamless.ai is desired but not required.
• Excellent partnership and collaboration skills to partner with account teams and internal + external operational stakeholders on account growth initiatives and operational improvements.
• An A-player mindset, characterised by proactive leadership and accountability.
• Exceptional communication and interpersonal skills to build strong senior-stakeholders and team relationships.

YOU’LL HAVE…

• 10+ years working with or within global, enterprise-level companies in the entertainment and/or streaming service space.
• Extensive experience building trusted, fruitful partnerships with colleagues and clients (internal / external).
• A strong background in account, project, program, and/or campaign management, with a proven track record of delivering innovation, scale, and measurable results.
• Business savvy from years of experience and a tireless desire to learn and grow in your career.
• Experience in leadership roles, leading by example, embodying company values, and inspiring others to level-up with an A-player mindset.

YOU ARE…

• A smart and ambitious visionary with a deep knowledge of these industries, and the ability to learn quickly + connect the dots between Wordbank’s capabilities and the evolving needs of competitive brands in this space.
• Self-motivated, consultative, and human first. You’re curious, creative, and a great listener. You want to deliver business success for Wordbank but only through meaningful, valuable solutions that genuinely help our clients meet and exceed their goals.
• A self-confident, risk-taker and well-organized problem solver, who is passionate about pushing the limits on what’s possible to ‘wow’ our clients and evolve with them. You use good judgement in driving change and innovation.
• A trusted advisor who can consult with client contacts at all levels (including C-suite). You seek context from your clients and internally, and then propose creative solutions that deliver business results.
• A natural, intuitive leader, able to read people and adjust your approach as needed. You’re comfortable giving and receiving feedback. You’re constantly looking for ways to improve as a human and team member.

WHY WORDBANK?

At Wordbank, we’re more than just a marketing localization agency, we’re a community committed to transparency, social impact, and professional growth. We believe in fostering an environment that values collaboration, innovation, and personal development.

Values-led & People-first: Being values-led means operating to the triple-bottom-line standards of people, planet, profit. Put simply, we do business with integrity. We care. Not because it’s company policy or because caring sells, but because we’re passionate about what we do, who we are, and the difference we can make – not just to our clients, but to our staff, our resources, and our community.

We believe that our people are our greatest asset, that our culture sets us apart from most every competitor we face, and that our commitment to what we can achieve together is unrivaled in our industry.

We’re intent on standing out (and up) for what drives us. When our values (drive, connection, excellence, care, connection, creativity) come together, that’s the Wordbank difference. Our values inform our behaviours and decision-making in all that we do, and makes us who we are, striving to do, and be, our best for each other and our clients every day.

Transparent Culture of Feedback & Accountability: We believe in openness and honesty. Our transparent culture encourages open communication, feedback, and accountability at all levels to make sure everyone’s voice is heard and valued. Everyone should have the right information and context to make decisions in the best interests of the business.

Freedom & Flexibility that works for you: We are committed to providing a culture based on freedom and responsibility and we understand the importance of work-life balance. Embracing flexibility means offering remote work options, flexible hours, and tailored schedules that allow you to excel both personally and professionally. We also like to connect and engage so we ask any local Wordbankers to come into the office a minimum of 2-3 times a week.

Commitment to business as a force for good: Beyond business success, we are committed to making a positive impact on society and the environment. Through our work and initiatives, we volunteer and contribute to causes that matter, fostering a sense of purpose in everything we do. And we don’t just talk about things, we follow through with action. Our Denver office is a certified B Corporation and our London office is Investors in People: Gold, both stringent certifications that prove we’re walking the walk on our commitment.

Mentorship and development: We prioritize your growth. Join a team that values mentorship, coaching, and invests in your professional development. We want to empower you to find your path and we will support you in getting you to the next step.

We are looking for passionate people to grow the business (and themselves) with us. We care more about how you think than what you know. We work hard. We work smart. And we have fun with each other while we’re doing it.

We are an equal opportunity employer committed to attracting, retaining, developing, and promoting the most qualified people of all backgrounds, regardless of race, colour, age, religion, gender identity, HIV status, marital status, past or recent military status, past incarceration, sexual orientation, national origin, citizenship status, ancestry or any other characteristic, including any physical (including pregnancy) or mental disability, and/or any other protected class under federal, state, or local law.

We are happy to make reasonable accommodations to the recruitment process as needed.