Customer Success Manager, Ad Sales
Spotify
Job Level
Lead
About the role
- Ensure that our team of talented and experienced designers continue to operate at a high level and provide quality work for our clients.
- Collaborating closely with the project delivery leaders to understand ongoing project context and help resolve issues if they arise.
- Conducting regular performance feedback cycles to ensure designers understand their performance goals and are consistently improving.
- Mentoring and coaching designers on growth and skills development as needed.
- Drive resourcing and allocation in partnership with delivery and engineering. Keep utilization healthy without burning people out.
- Working with the recruiting team to plan and execute a hiring plan, blending full time hires with an engaged pool of contractors as needed.Drive revenue growth for design to scale it up.
- Be the design point‑person for sales: join discovery calls, shape solution narratives, scope/estimate, and price engagements.
- Lead design pitches and RFP responses - own the story, the deck, examples, and the proof.
- Build a strong surface area for design in the market: case studies, POVs, capability one‑pagers, and demo assets.
- Working with delivery teams to cultivate relationships with clients throughout an engagement.
- Cultivate our external relationships and establish Lazer within the wider design community.
- Establish a maintainable and healthy design function
- Establish processes from discovery to delivery: briefs, research plans, service blueprints, IA, flows, wireframes, design systems, handoff, and post‑launch iteration.
- Set and track function‑level metrics (win rate, time‑to‑first‑insight, cycle time, design QA pass rate, CSAT/NPS, utilization, margin).
- Experiment with new engagement models to optimize for designer and client experience.
Requirements
- Leading some of the best product designers and working on projects that span different industries. This role has the unique requirements of both design knowledge, proven sales ability as well as strong organization and communication skills.
- Strong experience as a hands-on designer in the past.
- Proven experience in people management and leadership over multiple teams in a fast-paced product environment.
- Proven experience in a leadership role within an agency or consultancy, particularly when working with both small startups and large enterprise clients.
- Fluency with navigating sales conversations from intro to closing.
- Proven understanding of the E-commerce and Shopify industry in particular.
- Experience bridging the gap between product design and CRO for clients
- Strong experience winning design engagements and owning the end-to-end sales process
- Experience building out complementary design capabilities (e.g., branding, positioning, UX research)
