Director, Client Success

Job DescriptionOrca is looking for a Director, Client Success to scale our client partnerships across brand and retail accounts. This role is responsible for defining and executing the overarching client success strategy, ensuring our partners achieve meaningful business results through livestream and social commerce.You will drive retention and expansion across key accounts and work cross-functionally with our teams to elevate the client experience. The ideal candidate is a strategic operator and relationship builder with deep expertise in digital media, e-commerce, and the evolving creator economy.ResponsibilitiesClient Success Strategy: Support Orca's client success vision and strategy, focused on driving engagement, retention, and revenue growth across brand and retail partnerships. Recommend scalable processes to support long-term success.Enterprise Relationship Ownership: Serve as senior point of contact for key enterprise partners, ensuring alignment between client objectives and Orca's platform capabilities.Revenue Growth & Expansion: Identify and drive upsell and expansion opportunities across existing accounts. Partner closely with Sales to support renewals, retention forecasting, and account growth strategy.Performance & Insights: Oversee campaign performance analysis and reporting, ensuring clients receive clear, actionable insights. Elevate reporting standards and leverage data to inform strategy and mitigate churn risk.Cross-Functional Collaboration: Partner with Product, Production, Commerce, Marketing, and Operations to advocate for client needs, influence roadmap priorities, and continuously improve the client experience.Operational Excellence: Bring recommendations to help refine scalable onboarding, success planning, and health scoring processes to support Orca's growth. Implement best practices for lifecycle management in a fast-scaling environment.Thought Leadership: Maintain a deep understanding of the social commerce and creator economy landscape. Provide strategic guidance internally and externally, positioning Orca as a leader in livestream commerce.Basic QualificationsBachelor's degree or equivalent experience in Client Success, Account Management, Digital Media, E-commerce, or related fields.8+ years of experience in client success, account management, or a related customer-facing role, ideally within digital media, SaaS, or social commerce.3–5+ years of experience on high-performing client success teams.Proven track record of managing and growing enterprise-level client relationships.Strong analytical capabilities, with the ability to interpret performance data and translate insights into actionable strategy.Excellent communication and executive presentation skills.Experience working cross-functionally in a fast-paced, high-growth environment.Deep understanding of the creator economy, livestream commerce, and digital marketing trends.Nice to HavesExperience working at a high-growth startup.Previous experience with TikTok Shop or livestream commerce platforms.Strong understanding of cold-start brand growth strategies.Familiarity with tools such as Google Analytics, Looker, Airtable, CRM platforms, and customer success software.Passion for the intersection of content, commerce, and community.Creative problem-solving mindset with a proactive, ownership-driven approach.J-18808-Ljbffr