Senior Manager, Client Success Lead

$172,900 - $197,300/Yr

Capital One - McLean, VA

Full-time - Senior

McLean, VA

Credit Intermediation and Related Activities

About the position

The Senior Manager, Client Success Lead will act as the primary liaison for Business Segment Leadership within the Enterprise Marketing & Messaging (M&M) Delivery team. This role is pivotal in overseeing and aligning marketing initiatives with business objectives, ensuring effective execution of campaigns and projects. The Client Lead will manage relationships with segment leadership, maintain performance accountability, and contribute to technology roadmaps to enhance delivery efficiency.

Responsibilities

• Act as the single point of contact for assigned business segment, facilitating the delivery of marketing and messaging campaigns.
• Build and maintain strong relationships with segment leadership, serving as a trusted advisor and partner for marketing delivery.
• Facilitate forums and discussions to share performance, insights, and alignment on upcoming priorities and initiatives.
• Collaborate with business partners to plan, prioritize, and refine strategic intent across delivery models.
• Develop and maintain a backlog of business intent and oversee functional teams to ensure timely and effective execution.
• Maintain a comprehensive roadmap for each segment, tracking intent and technical/platform changes that impact delivery.
• Serve as the escalation point for business segment concerns, addressing issues with appropriate M&M delivery teams.
• Partner with Capacity Planning and Resource Management to forecast and allocate resources to meet segment objectives.
• Enable execution planning by coordinating with project managers, sales force marketing campaign specialists, data analysts, and design/content editors.
• Monitor and optimize delivery performance to ensure alignment with the business segment's goals.
• Oversee the performance and reporting of business segment portfolios, ensuring transparency and alignment on marketing delivery metrics.
• Prepare and present content for Monthly Business Reviews (MBRs), segment reviews, and other forums on delivery performance.
• Analyze and communicate segment-specific data to drive continuous improvement and support data-driven decision-making.
• Stay informed about platform roadmaps and changes that could impact marketing delivery, advising on prioritization and execution adjustments.
• Act as a consultant for platform development and align technology builds with marketing processes and delivery needs.

Requirements

• Bachelor's Degree, Military experience, or Commensurate work experience
• At least 5 Years of Account Executive, Customer Success, Operations, or Project Management experience
• At least 3 years of People Management experience

Nice-to-haves

• Masters Degree or MBA
• 8+ years of Project Management or Process Management experience
• 5+ years of People Management experience
• Proven experience in strategic planning, prioritization, and execution within a marketing delivery framework
• Excellent interpersonal and communication skills with the ability to influence cross-functional teams and stakeholders.
• Experience in managing large-scale initiatives and building client relationships at the senior management level.
• Familiarity with project management tools and methodologies (e.g., Agile, Scrum, JIRA).
• Experience in capacity planning, resource management, and performance reporting frameworks.
• Experience managing backlogs, roadmaps, and cross-functional prioritization for projects.
• Proficient in analyzing data and performance metrics, using insights to drive continuous improvement and guide resource allocation.
• Comfortable preparing and presenting insights for Monthly Business Reviews (MBRs), executive reviews, and client meetings.
• Ability to identify and mitigate risks proactively, including experience managing escalations and addressing issues with candor and care.
• Excellent written and verbal communication skills, with the ability to distill complex information for varied audiences.

Benefits

• Comprehensive health benefits
• Financial benefits including performance-based incentives
• Inclusive workplace environment
• Support for total well-being