Client Success Director

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

📋 Description

• Acts as the main point of contact for clients after the sale has been completed.

• Functions as a Trusted Advisor, offering strategic insights and a roadmap to value for clients.

• Proactively manage a portfolio of designated accounts to help clients achieve their desired business outcomes.

• Oversee all post-sale activities as part of the client journey, which includes planning for business outcomes (ROI) and conducting Quarterly Business Reviews (QBR) with key decision-makers.

• Leverage extensive knowledge of the client's industry and/or business processes, profound understanding of the product(s) sold, and technical expertise to enhance adoption and utilization, ensuring successful renewals.

• Support revenue growth and client retention by identifying renewal risks and obstacles to product adoption, as well as uncovering opportunities for expansion.

• Analyze client usage data, health metrics, renewal timelines, and growth prospects, translating them into effective strategies for success.

• Collaborate with implementation teams to guarantee that solution delivery meets or surpasses agreed SLAs and KPIs.

• Serve as the internal advocate for the customer by proactively collaborating with cross-functional teams to relay client feedback and issues into improvements and solutions.

• This position is designed for a professional with extensive experience.

⛳️ Requirements

• 15+ years of relevant industry experience.

• Bachelor's degree required.

• Master's degree preferred.

• At least 15 years of experience in post-sale client management, overseeing a portfolio of high-touch enterprise and/or strategic accounts.

• Possesses the technical knowledge to align clients' business objectives with our product capabilities.

• Highly articulate with exceptional business communication skills (both verbal and written) and presentation abilities suitable for a global corporate setting.

• Experience working with complex, multi-divisional, and geographically dispersed clients.

• Proven experience collaborating with cross-functional teams (Product, Sales, Support, Ops).

• Strong inclination towards taking action.

• Proficient in MS Excel, MS PowerPoint, and MS Word.

• Demonstrates an ownership mentality in all tasks; be a problem solver, exhibit curiosity, and be motivated to take proactive actions while seeking opportunities for collaboration and connection with others to drive success.

• Possess a continuous growth mindset, committed to learning through social interactions and relationships with stakeholders, experts, colleagues, and mentors, as well as expanding competencies through structured courses and programs.

🏝️ Benefits

• Generous paid time off during your first year, which increases with tenure.

• Up to 16 weeks of fully paid parental leave after one year of employment.

• Paid sick leave to care for yourself or family members.

• Educational assistance and a wealth of training resources.

• Do Good Program: Paid volunteer days and donation matching.

• Competitive 401k plan with company matching.

• Health and wellness benefits, including discounted Wellhub membership rates.

• Comprehensive medical, dental, and vision insurance for you, your spouse/partner, and dependents.