Director, Client Success

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Implement client success strategies for a designated portfolio, in line with retention and growth aims.

• Oversee, mentor, and advance a team of Client Success Managers.

• Develop and enhance scalable client lifecycle management, expansion, and proactive engagement processes.

• Collaborate with Sales, Marketing, Product, and CS Operations to ensure a seamless client experience.

• Offer field insights and suggestions to the SVP, Client Success.

• Serve as the escalation contact and executive sponsor for major accounts.

• Manage churn reduction initiatives utilizing client health data, feedback loops, and risk indicators.

• Guarantee consistent implementation of Client Success Plans and QBRs with a focus on business impact, adoption, and value realization.

• Propel net revenue retention through upselling and cross-selling initiatives.

• Utilize expansion playbooks and cultivate CSMs as enablers of commercial growth.

• Employ segmentation models to prioritize accounts and customize engagement strategies.

• Monitor team performance through dashboards, metrics, account coverage plans, and engagement schedules.

• Embrace tools, training, and automation to enhance productivity.

• Anticipate churn and expansion, reporting performance trends and opportunities to leadership.

⛳️ Requirements

• 8–10+ years of advancing experience in Customer Success, Account Management, or Revenue roles.

• 3+ years of experience leading client-facing teams, ideally in a SaaS or recurring revenue context.

• Capability to translate strategy into actionable plans with quantifiable outcomes.

• Proficient in building trusted relationships with senior client stakeholders.

• Knowledge of customer segmentation, health scoring, and lifecycle engagement.

• Experience guiding teams through periods of change and uncertainty.

• Data-driven mindset focused on enhancing performance and processes.

• Preferred experience in leading Client Success teams through transitions.

• Familiarity with Vitally, Salesforce, or client health and forecasting platforms is advantageous.

• Must currently be authorized to work in the United States on a full-time basis.

• Must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Mississippi, North Carolina, Nebraska, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, or Wyoming.

🏝️ Benefits

• Comprehensive health coverage for you and your family, including fully paid short- and long-term disability insurance and life insurance equal to two times your base salary.

• 401(k) matching after 60 days, fully vested after one year.

• Employer contributions to your HSA, along with an HRA to help cover your deductible.

• Immediate access to flexible vacation with a ‘take what you need’ policy.

• Be More company rewards and recognition that can be redeemed for personalized gifts and experiences.

• 8 hours of Volunteer Time Off each year, in addition to offsite volunteer/community service events.

• 8 hours of Rest, Relax, Recharge time dedicated to mental health.

• Resources for mental well-being, including counseling, stress management programs, and mindfulness workshops.

• Fully paid parental leave: 12 weeks for primary caregivers and 6 weeks for secondary caregivers.

• ‘Paw’ternity Leave and time off for Pet Bereavement.

• Four weeks of fully paid Caregiver Leave.

• $50 monthly stipend for home data expenses.

• $250 bonus for setting up a home office.

• Support options for fertility care.

• Access to financial experts.

• Direct Student Loan Payment Program, subject to qualifications and eligibility criteria.