Director, Client Success

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

📋 Description

• Leading and developing a team of high-achieving Client Success Managers.

• Recognizing and fostering talent within the team, offering mentorship and training to improve skills and capabilities.

• Effectively distributing resources across the designated client portfolio to ensure each client has a dedicated Client Success Manager.

• Overseeing CSMs as they assess and evaluate relationship health, providing insights into clients who may be at risk.

• Supporting the team in building strong, enduring relationships with clients, understanding their needs, and ensuring that the services provided meet their objectives.

• Managing a portfolio of accounts along with an associated CSM team.

• Collaborating with executive leadership to assess factors impacting client relationships and delivering findings on key drivers and recommendations.

• Establishing and upholding quality standards for the services offered.

⛳️ Requirements

• Minimum of 5 years of experience in Account Management, Client Success Management, or as an Association Executive is required.

• A Bachelor's degree is required or equivalent professional experience.

• Comprehensive understanding of the managed sub-function along with a solid grasp of the overall departmental functions.

• Exceptional analytical and problem-solving abilities are essential.

• Capable of working independently while managing multiple priorities and deadlines simultaneously.

• Experience leading customer success teams of 6-10 members across various segments.

• Monitoring Key Performance Indicators (KPIs) to ensure retention and growth strategies are effectively implemented.

• Technical Skills: Proficiency in the Office 365 suite.

• Familiarity with customer success tools.

• Capable of data analysis and reporting for customer health and team performance.

• Proficient in CRM systems with the ability to enhance workflows and reporting.

• People Skills: Proven team leadership with the capability to build and nurture high-performing customer success teams.

• Change management skills aimed at process improvement and standardization.

• Coaching and performance management for individual contributors.

• Experience in managing internal stakeholders and collaborating across functions.

• Expertise in customer relationship management and interacting with executive-level clients.

• Strategic Business Skills: Competence in customer portfolio management and segmentation strategies.

• Skills in process optimization and enhancing operational efficiency.

• Execution of customer retention and expansion programs.

• Development of team performance metrics and KPIs.

• Oversight of client relationship planning and account management.

• Additional Desired Skills: Experience with Salesforce is an advantage.

• Familiarity with SaaS solutions.

• Background in the association/non-profit sector.

• Experience with Client Success Platforms.

• Strong presentation and communication skills for both client and internal audiences.

🏝️ Benefits

• Medical, Dental & Vision Benefits.

• 401(k) Savings Plan with Company Match.

• Flexible Planned Paid Time Off.

• Generous Sick Leave.

• Inclusive & Welcoming Environment.

• Purpose-Driven Culture.

• Work-Life Balance.

• Commitment to Community Involvement.

• Employer-Paid Parental Leave.

• Employer-Paid Short-Term Disability.

• Remote Work Flexibility.