Manager, Client Success

Manager, Client Success

Cincinnati, OH; Chicago, IL; New York, NY

The Manager, Client Success is responsible for leading a portfolio of clients and managing a small team to drive retention, organic growth, and strong client outcomes across Media, Incentives, and Insights. This role leads the development and execution of client and vertical strategies, builds senior-level relationships with CPG and Kroger stakeholders, and ensures delivery of a consistent, high-quality client experience across the book of business. The Manager, Client Success identifies and advances growth opportunities, leads key business planning processes, and partners closely with Sales, Kroger teams, Product Strategy, Data Science, and Finance to deliver business results. This role also recruits, develops, and inspires talent while driving operational excellence and continuous improvement across the team.

Responsibilities:

• Lead client success strategy for a portfolio of clients to drive retention, organic growth, and strong client experience across Media, Incentives, and Insights
• Manage, coach, and develop a small team of Client Success associates, including performance management, capability development, and ongoing support
• Build and maintain senior-level relationships with CPG clients and Kroger stakeholders to develop strategies, address business needs, and drive commercial outcomes
• Own portfolio retention strategy, including client health, renewal planning, risk identification, and proactive action planning
• Identify and progress organic growth opportunities across the portfolio in partnership with Sales, Kroger-facing teams, and cross-functional partners
• Lead delivery of key client planning and review processes, including quarterly business reviews, annual plans, media upfronts, incentive plans, and insights subscription renewals
• Represent client growth strategies in partnership with Kroger teams, including participation in relevant joint business planning discussions
• Partner with Product Strategy, Data Science, Finance/Accounting, Sales, and other cross-functional teams to remove barriers, improve execution, and strengthen client outcomes
• Drive utilization of insights, activation, and measurement solutions to maximize client value and business impact
• Lead team operations and ways of working to improve productivity, consistency, and execution across the portfolio
• Proactively identify and solve for client, team, and process challenges to support long-term business success
• Contribute to the development of best practices, commercial offerings, and team guidance to improve effectiveness across the broader organization

Qualifications, Skills, and Experience:

• Bachelor's degree required
• Minimum 5+ years of account management, client success, consulting, and/or business development experience
• Media, Incentives, Insights, retail media, loyalty, or related experience required
• Experience leading day-to-day team activities and coordinating the work of others; prior people management experience preferred
• Strong experience building senior-level client and stakeholder relationships
• Demonstrated success driving retention, client satisfaction, and portfolio growth
• Strong strategic thinking and problem-solving skills
• Excellent communication, organization, and prioritization skills
• Ability to navigate ambiguity and drive recommendations and solutions forward
• Strong cross-functional leadership and collaboration skills
• Project management experience preferred
• Collaborative, energetic, and motivated by developing talent and delivering strong client outcomes

Pay Range: $115,000 - $150,000 USD