Director of Client Success

About the Role

We are seeking an experienced and strategic Director of Client Success to lead the overall health, retention, and satisfaction of our client base. This role provides leadership across Client Success and Client Engagement functions and plays a critical role in delivering a consistent, high-quality client experience throughout the full client lifecycle.

The ideal candidate is a strong people leader, client advocate, and operational thinker who can balance strategy with execution while collaborating closely with cross-functional partners.

Key Responsibilities

Client Success Strategy & Leadership

• Own and execute the Client Success strategy aligned with company goals and operational priorities

• Establish clear standards, expectations, and success metrics across all client segments

• Serve as a senior escalation point for high-risk or complex client issues

• Partner with executive leadership to identify client risks, retention opportunities, and growth initiatives

Team Leadership & Development

• Lead, coach, and develop the Client Success Manager and Client Engagement Team Leads

• Ensure teams are appropriately staffed, trained, and supported

• Set performance goals, conduct regular check-ins, and provide ongoing feedback

• Foster a culture of accountability, collaboration, and continuous improvement

Client Engagement & Retention

• Oversee engagement, renewal, and retention strategies

• Monitor client health indicators, satisfaction metrics, and engagement trends

• Drive proactive outreach to reduce churn and increase client loyalty

• Ensure consistent, professional client communication across all touchpoints

Operational Excellence & Process Improvement

• Design, implement, and improve Client Success and Client Engagement processes

• Partner with Operations and Billing teams to resolve systemic client-impacting issues

• Use data, reporting, and technology tools to inform decision-making

• Ensure accurate documentation, reporting, and cross-team handoffs

Qualifications

• Bachelor’s degree or equivalent experience

• 7+ years of experience in Client Success, Account Management, or Operations

• 3+ years of people leadership experience

• Strong communication, leadership, and problem-solving skills

• Experience managing client relationships in a fast-paced or growth-oriented environment preferred

Schedule

This is a full-time position, typically Monday–Friday, 8:00 a.m. – 5:00 p.m.
Additional hours may be required based on business needs.