Director of Client Success

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

📋 Description

• Take charge of the client journey from onboarding through implementation, go-live, and the ongoing account lifecycle, acting as a senior relationship owner to ensure continuity throughout the client experience.

• Collaborate with Sales and the Solutions Architect during the commercial phase to comprehend each client’s business, use case, proposed solution, and launch path, ensuring a smooth transition from opportunity to implementation.

• Lead the onboarding and implementation process from start to finish, creating clear plans with milestones, owners, dependencies, and timelines while coordinating with clients, Product, Engineering, Compliance, and Operations to ensure clients are successfully launched.

• Develop the Client Success function from the ground up in close collaboration with the co-founders, experiencing the process firsthand, identifying effective strategies and areas for improvement, and transforming those insights into scalable playbooks, operating rhythms, tools, and standards.

• Address complex challenges that lack established playbooks, identifying risks and blockers early, assembling the right teams, and driving issues toward resolution.

• Manage the ongoing client relationship post-launch by understanding each client’s objectives, monitoring health and engagement, and proactively identifying risks, opportunities, and ways Cyclops can enhance value.

• Oversee client inquiries, requests, and support across internal teams, ensuring clear ownership of issues, keeping clients informed, and preventing any details from falling through the cracks.

• Expand client relationships by recognizing opportunities across products, use cases, markets, and transaction volumes, collaborating with Sales when commercial engagement or negotiation is necessary.

• Influence the future of the Client Success organization alongside the co-founders and executive team, defining how the function should evolve and determining when to introduce further specialization, tools, or team members as the client base expands.

⛳️ Requirements

• Extensive experience in customer success, implementation, client services, account management, customer operations, or a similar client-facing role, including the management of complex, high-value client relationships.

• Proven track record of building, scaling, or significantly enhancing a customer success, implementation, or client operations function—not merely functioning within an established framework.

• Demonstrated capability to act as a hands-on leader, taking personal ownership of client relationships and execution while simultaneously constructing the necessary processes and infrastructure for scaling.

• Strong project and program management abilities, with a talent for coordinating multiple stakeholders, dependencies, and intricate workstreams from planning to execution.

• Technical proficiency and comfort in working with APIs, integrations, technical concepts, and engineering teams.

• Outstanding executive-level client communication skills, with the ability to build trust, provide clarity, and maintain confidence in complex or rapidly evolving situations.

• High ownership, sound judgment, and a tendency toward proactive action.

• The ability to convert ambiguity into organized structure, proactively identify risks and opportunities, and create repeatable processes without excessive engineering.

• Comfort operating in a dynamic startup setting where processes may be undeveloped—and the initiative to establish them when necessary.

🏝️ Benefits

• Company issued laptop

• Technology Accessories

• Annual In-Person Full-Team Meetup