This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Success based in United States.
This leadership role is responsible for shaping and scaling a high-performing Client Success organization focused on long-term retention and growth across strategic accounts. You will lead a cross-functional team spanning Client Success Managers, Support, and Implementation, ensuring consistent delivery of value across the customer lifecycle. The role blends people leadership with operational design, requiring both coaching excellence and strong systems thinking. You will define the frameworks that drive predictable retention and expansion outcomes. A key focus will be building a strong culture of accountability, development, and customer advocacy. You will partner closely with Sales, Product, and Operations to ensure client needs are translated into actionable improvements. This is a highly visible role with direct impact on revenue retention and customer satisfaction.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Success based in United States.
This leadership role is responsible for shaping and scaling a high-performing Client Success organization focused on long-term retention and growth across strategic accounts. You will lead a cross-functional team spanning Client Success Managers, Support, and Implementation, ensuring consistent delivery of value across the customer lifecycle. The role blends people leadership with operational design, requiring both coaching excellence and strong systems thinking. You will define the frameworks that drive predictable retention and expansion outcomes. A key focus will be building a strong culture of accountability, development, and customer advocacy. You will partner closely with Sales, Product, and Operations to ensure client needs are translated into actionable improvements. This is a highly visible role with direct impact on revenue retention and customer satisfaction.
Accountabilities:
- Lead, coach, and develop a team of Client Success Managers, Support, and Implementation resources, ensuring strong execution across key accounts while building long-term team capability.
- Own the overall retention, renewal, and net revenue retention performance across the portfolio, translating company targets into team and individual goals.
- Design and continuously improve operating systems including account segmentation, health scoring, escalation paths, and business review cadences.
- Build and maintain a structured churn prevention framework, including early warning signals, save plays, and cross-functional escalation processes.
- Drive hiring, onboarding, performance management, and career development for the Client Success team.
- Partner with Sales leadership to ensure expansion opportunities are effectively identified, handed off, and converted into revenue.
- Deliver regular reporting on portfolio health, retention metrics, and operational performance to executive stakeholders.
- Act as the voice of the customer, surfacing insights to influence Product, Marketing, and Operations decisions.
- 7+ years of experience in Client Success, Account Management, or related roles, including at least 3+ years leading and coaching CSM or account management teams.
- Proven track record of developing individual contributors through structured coaching, feedback, and performance development.
- Experience designing or significantly improving retention systems such as health scoring, segmentation models, or churn reduction programs.
- Strong analytical ability with fluency in retention, renewal, and net revenue retention metrics, and ability to translate data into action.
- Excellent communication and executive presence, with the ability to influence senior stakeholders internally and externally.
- Demonstrated success working cross-functionally with Sales, Product, Support, and Operations teams.
- Proficiency with CRM systems such as Salesforce and related customer success tooling.
- Ability to thrive in fast-paced, scaling environments with shifting priorities.
- Comprehensive health, dental, and vision insurance coverage
- 401k retirement savings plan
- Competitive compensation package
- Unlimited paid time off to support work-life balance
- Paid holidays
- Additional voluntary benefits including short-term disability and life insurance
Requirements:
Benefits: