Product / Client Success Director in London

The Product / Client Success Director is a senior, client-facing leadership role responsible for owning the technology relationship and client experience during the implementation phase of complex enterprise engagements. Acting as the senior Tech relationship lead, this role ensures clients have a clear, confident, and well‐supported experience while the internal implementation teams deliver the solution. This position focuses on strategic communication, expectation management, commercial alignment, and client satisfaction. This position collaborates extensively with the commercial client lead, product success and implementation solutions teams. The ideal candidate has a strong background in technical account management, excels in senior stakeholder influence, and thrives in environments requiring calm, clarity, and strategic alignment. They play a critical role in positioning Publicis Production as trusted technology and production partner.

Responsibilities

• Serve as the primary relationship tech-lead for clients throughout the implementation period.
• Lead C‐level conversations, ensuring clients remain confident, informed, and aligned to strategic outcomes.
• Drive executive‐level expectation-setting, ensuring clarity on programme progress, decision points, and risk posture.
• Act as the escalation owner for senior stakeholders, maintaining control, calm, and clarity in high‐pressure moments.
• Lead onboarding and change management for large-scale technology rollouts, ensuring smooth implementation.
• Partner closely with the internal tech teams (product success, program management, implementation solutions), ensuring clients understand timelines, milestones, risks, and decisions.
• Distil complex technical updates into clear commercial language focused on value, impact, and decisions.
• Ensure delivery teams are aligned with commercial commitments and client expectations, keeping all stakeholders up to speed according to initial alignments.
• Partner with commercial teams to ensure a smooth client experience.
• Advocate for client needs and long‐term strategic alignment, shaping roadmap conversations and multi‐year partnership planning.
• Drive up-sell and cross-sell opportunities within existing accounts by aligning client needs with technology offerings.
• Monitor implementation health, risks, and dependencies to ensure predictable outcomes.
• Drive standards for communication, documentation, and client engagement across global implementation teams.
• Identify and lead process improvement initiatives that enhance scalability, quality, and client experience.

Qualifications & Skills

• Bachelor's degree (Master's preferred) in Business, Technology, Marketing, or related field.
• 10+ years' experience in technical account management (preferably in creative production, marketing tech, or SaaS environments).
• Exceptional executive presence, negotiation, and stakeholder management skills with C‐suite clients.
• Proven track record of managing large enterprise clients through technology deployment or transformation programmes.
• Strong understanding of digital/creative production workflows and supporting technologies.

Benefits

• Opportunity to own the relationship with some of the world's most recognised brands.
• A global, collaborative, and innovative culture where your expertise will have a significant impact.
• Professional growth and visibility at the executive level across our international network.

KPIs & Success Metrics

• Client Satisfaction
• NPS (Net Promoter Score): Client willingness to recommend the product.
• CSAT (Customer Satisfaction Score): Post‐interaction or quarterly satisfaction ratings.
• Reference: Number of clients willing to act as references or provide case studies.
• Client Value Realisation
• Time‐to‐Value (TTV): Average time taken for clients to achieve their first measurable outcome.
• ROI Delivered: Quantifiable business impact (e.g., cost savings, efficiency gains) reported by clients.
• Client Health Score: Composite metric based on usage, engagement, and satisfaction.
• Retention & Expansion
• Renewal Rate: % of accounts renewing contracts on time.
• Churn Rate: % of accounts lost within a given period.
• Up‐sell/Cross‐sell Revenue: Additional revenue generated from existing accounts through product expansion.
• Strategic Influence
• Executive Engagements: Number of strategic business reviews or roadmap sessions conducted with senior stakeholders.
• Product Feedback Impact: % of roadmap items influenced by client feedback provided by the Product Success Lead.
• Operational Excellence
• Onboarding Completion Rate: % of clients completing onboarding within agreed timelines.
• Issue Resolution Time: Average time to resolve adoption or product‐related issues.
• Process Improvement Initiatives: Number of improvements proposed and implemented to enhance product success workflows.
• Product Adoption & Engagement
• Adoption Rate: % of users actively using the product within X days of onboarding.
• Feature Utilisation: % of key features adopted by clients.
• Active User Growth: Increase in Monthly Active Users (MAU) or Daily Active Users (DAU) for assigned accounts.

Diversity and inclusion is a core part of who we are at Publicis Production. We're committed to building an inclusive culture that encourages, celebrates and supports our wonderfully diverse employee group – whatever their age, gender identity, race, sexual orientation, physical or mental ability or ethnicity. Diversity and inclusion doesn't just fuel our creativity and innovation, it brings us closer to our people and audiences. We will continue to strive to create a culture and environment where everyone feels empowered and more importantly comfortable enough to bring their full, authentic selves to work. We are committed to providing reasonable adjustments for employees with disabilities and for candidates in our application process. If you need assistance or adjustment due to a disability, please contact us.