Director, Client Success

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

📋 Description

• Lead, mentor, and develop the Client Success and Technical Account Management teams through one-on-one meetings, coaching sessions, call evaluations, performance discussions, and professional growth initiatives.

• Set role expectations, performance criteria, operational practices, and development strategies.

• Evaluate organizational capacity and recommend changes to hiring, structure, or resources as necessary.

• Create a leadership model that enables effective, autonomous team functioning while overseeing high-risk or high-value situations.

• Spearhead the development and implementation of the Client Success strategy for the Managed Cloud business unit.

• Create methodologies for client health scoring, risk assessment, account planning, renewal processes, escalation management, and client engagement.

• Monitor client health and identify accounts that are at risk of churn or decreased engagement.

• Engage in complex renewals, escalations, executive business reviews, and strategic discussions with clients.

• Guide CSMs and TAMs through challenging client scenarios.

• Collaborate cross-functionally to resolve recurring issues impacting satisfaction, adoption, retention, or time-to-value.

• Establish repeatable practices for retention and client success.

• Collaborate with Sales and Account Executives on expansion, upselling, cross-selling, account planning, and growth within the install base.

• Define roles and engagement guidelines between Client Success, TAM, and Sales teams.

• Refine and strengthen the operational model for Technical Account Management.

• Clarify the responsibilities of CSMs and TAMs regarding onboarding, technical reviews, escalations, adoption, and account management.

• Communicate the technical needs of clients and recurring themes to Product, Support, Engineering, and relevant teams.

• Develop and maintain a framework for Client Success metrics encompassing NRR, GRR, revenue churn, logo churn, expansion, adoption, time-to-value, and client coverage.

• Establish regular cadence for renewal reviews, account planning sessions, client health assessments, pipeline collaboration, and executive reporting.

• Enhance data quality and system-of-record discipline within the Client Success technology stack.

• Utilize client and business data to uncover trends, risks, opportunities, and operational improvements.

• Present insights to leadership regarding client health, retention, expansion opportunities, and team performance.

• Collaborate with Sales, Product, Support, Engineering, Marketing, Finance, and other teams to enhance the client lifecycle.

• Bring client feedback and trends to stakeholders to guide product, service, and operational enhancements.

• Establish escalation routes and cross-functional accountability for issues impacting clients.

• Represent the client's voice while balancing their needs with company priorities and business objectives.

• Build an understanding of the portfolio, team, and operational model within the initial 90 days.

• Within 12 months, enhance retention and NRR, establish scalable practices, improve visibility, support install-base growth, and build a high-performing Client Success and TAM organization.

⛳️ Requirements

• A minimum of 7 years of experience in Client Success, Account Management, Technical Account Management, client experience, or a related role in technology, cloud, infrastructure, managed services, or B2B SaaS.

• At least 3 years of experience leading and developing Client Success, TAM, Account Management, or similar client-facing teams.

• Experience in leading or closely collaborating with both Client Success and Technical Account Management functions.

• Proven experience in developing or enhancing client retention, account management, client health, renewal, or expansion processes.

• Experience managing strategic client relationships and participating in complex client discussions, renewals, escalations, or engagements at the executive level.

• Demonstrated ability to coach and develop teams while remaining actively involved in client-facing tasks.

• Effective partnership with Sales on initiatives for client retention and expansion.

• Strong understanding of Client Success metrics, inclusive of retention, churn, expansion, adoption, client health, and relevant performance indicators.

• Proven ability to leverage data to identify client trends, assess risks, and guide business decisions.

• Excellent communication, relationship-building, problem-solving, and organizational skills.

• Ability to thrive in a fast-paced, dynamic environment and establish structure where processes are still evolving.

• Capability to work effectively in a remote setup and travel occasionally, typically less than 10%, based on business needs.

• Preferred: experience in cloud hosting, managed cloud, infrastructure, WordPress, web services, or a similar technical environment.

• Preferred: experience working with technical clients, engineering teams, developers, agencies, or other technically adept stakeholders.

• Preferred: familiarity with client-success platforms, CRM systems, client health scoring, account planning, and related technologies.

• Preferred: experience in building or scaling a Client Success or TAM function during periods of organizational or business growth.

• Preferred: experience in developing client lifecycle strategies, retention programs, or expansion initiatives.

• Preferred: understanding of SaaS or managed-services business models and recurring revenue metrics.

• Ability to communicate effectively and share information with others.

• Regular use of a computer, keyboard, and standard office equipment.

🏝️ Benefits

• Bonus

• Approved remote work environment

• Occasional travel generally less than 10%

• Reasonable accommodations for qualified individuals with disabilities