Associate Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of performance across a portfolio of over 7,000 accounts, focusing on retention, expansion, and organic growth.

• Create and implement strategies to boost client volume and maximize account value within current accounts.

• Oversee portfolio performance in relation to retention and expansion goals, including forecasting and reporting to leadership.

• Develop segmentation and prioritization strategies to enhance client engagement.

• Act as the senior relationship manager for strategic and high-value accounts.

• Lead intricate client engagements with a strong executive presence and credibility.

• Ensure all client-facing deliverables and interactions are precise, up-to-date, and ready for executives.

• Manage the resolution of complex client issues and escalations at the executive level.

• Track portfolio performance, retention rates, volume trends, and opportunities for growth.

• Design and enhance Salesforce reporting, including tracking margin, profitability, and financial impact.

• Utilize data and insights to guide strategy, decision-making, and risk management.

• Mentor and develop a team of Client Success professionals.

• Promote accountability, skill enhancement, and continuous improvement within the team.

• Collaborate across functions on renewals, forecasting, and expansion strategies.

• Convert client insights into actionable recommendations and improvements to processes, products, and client experience.

⛳️ Requirements

• Bachelor’s degree in business, public administration, education, or a related field is required; a Master’s degree is preferred.

• Over 8 years of experience in client success, account management, or revenue-driven roles, with a track record of increasing scope and responsibility.

• At least 3 years of experience leading and nurturing high-performing teams.

• Demonstrated success in managing client retention, expansion, and portfolio growth outcomes.

• Responsible for revenue or volume-based targets.

• Experience handling large-scale, complex client portfolios; managing 5,000+ accounts is preferred and 10,000+ is strongly preferred.

• Familiarity with a quota-driven or revenue-accountable setting.

• Experience in forecasting and performance tracking.

• Extensive experience with Salesforce CRM and reporting.

• Capacity to utilize data to drive decision-making and achieve business results.

• Proficiency in data analysis and performance reporting.

• Ability to manage complex, high-profile client relationships effectively.

• Ideally, experience in government, higher education, or regulated environments.

• Experience working in cross-functional, matrixed organizations.

• Ability to influence stakeholders and foster alignment.

• Capable of operating at both strategic and execution levels, translating priorities into measurable outcomes.

• Strong executive presence.

• Alignment with WES mission and values.

• Willingness and ability to travel up to 30–50% as needed.

🏝️ Benefits

• Remote work and flexible scheduling options.

• Generous time-off policies.

• Comprehensive wellness programs.

• Competitive compensation packages.

• Extensive benefits offerings.

• Tangible rewards and recognition for achievements.

• Opportunities for learning and development.

• Personal and professional growth support.

• Career advancement possibilities.

• Comprehensive training initiatives.

• Tuition reimbursement opportunities available.

• Employee-led resource groups.

• Town hall meetings.

• Collaborative team-building events.

• Meaningful volunteer opportunities.

• Initiatives that promote equity, celebrate diversity, and cultivate a sense of belonging.

• Support and accommodation throughout the recruitment process.