- Client Success Strategy & Leadership: Define and lead Orca's client success vision and strategy, focused on driving engagement, retention, and revenue growth across brand and retail partnerships. Establish scalable processes to support long‑term success.
- Team Management & Development: Lead, mentor, and scale a high‑performing Client Success team (Associate Directors, Managers, and CSMs). Foster a culture of accountability, strategic thinking, and excellence in execution.
- Enterprise Relationship Ownership: Serve as executive sponsor and 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: Build and 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.
- Executive Reporting: Deliver regular insights to senior leadership on retention, expansion, client health, and revenue forecasting. Use data‑driven analysis to inform business decisions.
- Bachelor'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 leading and scaling 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.
- Experience 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.
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Director, Client Success - Los Angeles - Orca
Description
We're building the next generation of retail through livestream and social commerce, which is poised to be a $250 billion business in the US by 2026. In our short few years in existence, we've already been recognized by Business Insider as one of the 12 Most Innovative Companies in Livestreaming.
Orca works with some of the most well-known brands in the world, including Estée Lauder, e.l.f. Cosmetics, Nestlé's Blue Bottle Coffee, Samsung, Zappos, and more. Orca was founded by a team of digital media and content professionals who have helped build some of the largest creator businesses online. We're backed by notable leaders in the creator economy, entertainment, and global finance. Learn more here:
Job Description
Orca is looking for a Director, Client Success to lead and 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.
As a senior leader, you will oversee a growing Client Success team, 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.
Key Responsibilities
Basic Qualifications
Nice to Haves
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Client Success Manager
Only for registered members Los Angeles
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Client Success Manager
Only for registered members Los Angeles
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Client Success Manager
Only for registered members Los Angeles
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Client Success Coordinator
Only for registered members Los Angeles
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Client Success Manager
Only for registered members Los Angeles, CA
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Client Success Manager
Only for registered members Los Angeles
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Client Success Coach
Only for registered members Tampa
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Client Success Manager
Only for registered members Los Angeles
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Client Success Lead
Only for registered members Los Angeles
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Client Success Manager
Full time Only for registered members Los Angeles
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Client Success Manager
Only for registered members Los Angeles, CA
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Client Success Manager
Only for registered members Los Angeles, CA
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Client Success Manager
Full time Only for registered members Los Angeles
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Director of Client Success
Only for registered members Los Angeles, CA
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Director, Client Success
Only for registered members Los Angeles, CA
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Client Success Associate
Full time Only for registered members New York
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Client Success Coordinator
Full time Only for registered members Stamford
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Client Success Intern
Other Only for registered members Culver City
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Client Success Representative
Part time Only for registered members Indianapolis
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Client Success Representative
Part time Only for registered members Charlotte
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Client Success Manager
Only for registered members Richmond