Director of Customer Success

Alchemy Worx is an award-winning audience management agency specializing in email, SMS, and paid social marketing for a diverse range of clients, from Fortune 500 companies to emerging market players. Our advanced marketing services blend proven strategies with innovative methods to drive exceptional customer engagement and retention.

About the Role

We're building something new, and looking for the right leader to shape it. As a performance-driven agency specializing in email, SMS, and CRM for DTC, B2C, and B2B brands, we are growing fast. Now, we are evolving how we manage relationships, ensure retention, and scale responsibly. That’s where the Director of Customer Success comes in.

This is a hands-on leadership role with real influence. You will take ownership of client satisfaction, renewal strategy, and account health, while laying the foundation for how Customer Success operates moving forward. You’ll build playbooks, define standards, and eventually grow and lead a team.

You won’t be writing strategy decks or managing tasks. Instead, you’ll serve as a strategic partner to both clients and internal teams, keeping delivery aligned, conversations focused, and potential risks or opportunities clearly surfaced before they escalate.

This role is based in NYC, onsite 3 days a week.

Key Responsibilities:

• Own client relationships across a portfolio of key accounts, ensuring satisfaction, retention, and long-term value
• Serve as the primary business contact for high-value clients
• Identify business risks and opportunities, including those outside the current scope of work
• Spot upsell or partnership opportunities early, collaborating with Strategy and Business Development to act on them
• Identify partner upsell and growth opportunities to bring to clients based on client positioning and offering value prop
• Monitor for signs of misalignment, frustration, or potential flight risk, and intervene proactively
• Oversee renewals, scope changes, and upsell motions, with leadership support as needed
• Track and report on account profitability, margin, and scope health to ensure commercial alignment
• Collaborate with third-party vendors to support implementation and execution
• Work cross-functionally with Strategy, Analytics, Project Management, and Creative to ensure coordinated delivery
• Define and monitor account health metrics; build the operational framework for Customer Success
• Mentor and grow future Customer Success Managers or Account Executives as the team scales
• Lead with calm, empathy, and accountability, especially in high-pressure or ambiguous situations
• Travel required

You might be a great fit if:

• You have led client accounts within a marketing agency or martech consultancy (7+ years preferred)
• You are a strategic communicator, skilled at leading conversations, simplifying complexity, and building trust
• You understand how to measure business value (margin, CAC, LTV), not just deliver projects
• You have managed or mentored teams and know how to build structure and develop talent
• You bring a business-first mindset to client service, balancing client needs with agency growth
• You are energized by building something from the ground up and have the experience to do it well
• You collaborate effectively across functions but take initiative and ownership naturally
  

Why This Role Is Different:

• It’s a new function, and yours to shape. You’ll define what Customer Success means at Alchemy Worx
• You will lead people, not just projects. There’s a clear path for team building and career growth
• You will be at the center of the business, working with leadership to drive retention, expansion, and relationship value
  

Reporting Structure:
This role reports to the EVP of Strategy and works closely with the VP of Accounts, VP of Strategy & Analytics, and PM Director.

• Salary Range: $150–180k
• Unlimited PTO
• Fully covered medical, dental, and vision insurance
• 401k with company match