Director, Client Partner

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

📋 Description

• Act as the primary relationship manager for all assigned accounts from the point of deal closure onward, responsible for Net Revenue Retention (NRR), renewals, and expansion revenue.

• Manage Tier 1 accounts comprehensively, including crafting renewal decision memos, early capture strategies, and expansion initiatives through secured contracts.

• Guide Tier 3 accounts through the implementation phase and transition them to Tier 1 or Tier 2 status.

• Receive and utilize comprehensive context handoffs upon deal closure before taking on the role of the permanent client point of contact.

• Conduct business reviews and foster relationships with Directors and VPs within client accounts.

• Provide executive liaison support during implementation with bi-weekly touchpoints between clients and sponsors.

• Create and maintain account plans that include success metrics and 90-day health targets.

• Act as the internal escalation sponsor and develop resolution plans within five business days.

• Draft renewal decision memos and secure signed agreements prior to notice deadlines.

• Identify and pursue expansion opportunities at least two quarters ahead of anticipated closure.

• Implement remediation plans when quarterly reference statuses decline.

• Prepare churn postmortems within 30 days following account loss or significant contraction.

⛳️ Requirements

• 8–12 years of experience in enterprise account management, client/customer success, or client-partner roles within SaaS or financial services technology, with proficiency in the financial institution sector.

• Proven ownership of NRR at the book level and comprehensive leadership of negotiated renewals, including commercial terms.

• A successful history of executing expansion initiatives (cross-selling, upselling, new builds) through to signed agreements.

• Experience in stepping into client relationships mid-cycle and quickly establishing trust, even without prior involvement from the initial contact.

• Capability to independently manage a multi-account portfolio with minimal supervision.

• Proficiency in Salesforce and a customer success/account health platform; possesses strong commercial instincts while maintaining a non-transactional approach.

• Applicants must have legal authorization to work in the United States.

🏝️ Benefits

• Annual cash bonus and eligibility for equity, if applicable.

• Remote work environment.

• Health, dental, and vision insurance, including HSA/FSA/DCA options.

• 401(k) plan.

• Flexible time off and company holidays.

• Additional paid volunteer day.

• Supplemental insurance programs, including voluntary life, accident, critical illness, and pet insurance.

• Employee Assistance Programs (EAP).

• Wellness programs.

• Opportunities for growth and development.