Director of Client Success

About Us

The N2 Company is America’s leading publisher of community magazines. We’re proud of our award-winning media brands – they reach millions of readers in nearly every state and help great businesses connect with ideal clients – but we’re even more proud to provide supportive and fulfilling remote work opportunities for our people.

About The Role

The Director of Client Success will oversee the retention, satisfaction, and expansion of N2’s corporate-managed advertising partners across both digital and print platforms. Our clients are typically small business owners in service and home service-based industries, the heartbeat of their local communities. This role ensures they clearly see the value our partnerships add to their business while building systems that allow us to stay meaningfully present in their world without ever crossing the line into pestering or noise.

You’ll lead a talented Client Success team and partner closely with Sales, Business Operations and Product Operations to create processes, systems, and standards that scale. You'll design SOPs, scripting, training materials, and presentations that empower your team to deliver a consistent, relationship-driven experience that reflects N2’s values.

This is a fully remote position. Interviews will be conducted via phone and video calls. The salary range is $80,000 to $150,000 annually, with opportunities for growth and advancement.

The Role in Action

• Lead and mentor the Client Success team, focused on retention, renewal, and partnership expansion for corporate-managed advertising clients.
• Build and refine SOPs, scripting, and presentation materials that support consistent and professional client communication.
• Partner with Sales, Business Operations, and Product Operations to design scalable systems that strengthen the client experience.
• Guide your team to engage with small business owners in a way that adds value, builds trust, and integrates naturally into their daily lives.
• Collaborate with Sales leadership to identify cross-sell and upsell opportunities across N2’s print and digital products.
• Develop and track success metrics and initiatives that continuously improve the client experience and renewal outcomes.
• Foster a culture of proactive communication that helps clients see N2 as a trusted advisor and true business partner.
• Continuously improve processes, tools, and workflows that enhance client satisfaction and operational efficiency.

The Ideal Candidate

We’re looking for someone who will hit the ground running with:

• 7+ years of experience leading client success, account management, or customer experience teams.
• Proven record of improving retention and client satisfaction through structured systems and leadership.
• Skilled at designing and implementing SOPs, scripting, and workflows that empower teams and scale results.
• Understanding how to build communication that feels helpful, not intrusive, to small business owners.
• Collaborating effectively across Sales, Operations, and Product teams to align client experience with company goals.
• Leading with empathy, clarity, and accountability while balancing relationships and results.

Skills and Qualities that Set You Apart

• Experience in media, advertising, or marketing environments serving small business clients.
• Familiarity with CRM or workflow management tools such as HubSpot, Monday.com, or similar.
• A background in developing training materials, presentation frameworks, or sales enablement resources.
• A passion for improving systems and elevating the client experience through clarity and process.

Benefits Designed with You in Mind

Health Wellness

• Full health care coverage for you and your family.
• Complimentary basic dental coverage.
• Access to a licensed nutritionist to support your health and wellness goals.
• Employee Assistance Program (EAP) with complimentary mental health resources and additional support services.

Financial Security

• 401(k) plan with a company match to help secure your financial future.
• Financial planning services to guide you in achieving your financial goals.
• $7,000 contribution toward the purchase of your first home through our First-Time Homebuyer Program.

Paid Leave

• Paid time off, including a paid, week-long Holiday Break each year.
• Three-week paid sabbatical after four years of service.
• Paternal leave, including twelve weeks of paid maternity leave and two weeks of paid paternity leave.

Remote Work Support

• Monthly remote-work reimbursement to assist with home office and internet expenses.
• Flexible remote work options to suit your needs and lifestyle.

Additional Benefits

• Pet care insurance and discounts to help support your pets’ health and wellbeing.
• The opportunity to make a difference through N2GIVES, our program dedicated to fighting human trafficking and supporting other impactful causes.

Apply Today to Join Our Team!

At The N2 Company, we believe attitude matters just as much as skills. Our team thrives in a culture built on trust, respect, and humility. We’re proud to foster an emotionally healthy, collaborative environment where people genuinely enjoy working together and are passionate about their roles.

We prioritize professional growth and consistently invest in the development of our team members, promoting from within whenever possible. While we take immense pride in the work we do, we believe our culture is what truly sets us apart.

If you’re looking for a supportive, drama-free workplace that values both excellence and kindness, we’d love to hear from you. (Brilliant jerks need not apply.)

N2 is proud to provide equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, natural hairstyles, religion, gender, sexual orientation, gender identity or expression, pregnancy, parental status, national origin, age, disability, genetic information (including family medical history), HIV / AIDs status (or other medical or health conditions), status as a victim of domestic violence, assault, or stalking, marital status, political affiliation, military service, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. N2 conforms to the spirit, as well as complies with, applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. Consistent with these obligations, EEO also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.