Senior Director, Client Management

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

📋 Description

• Develop and enhance a comprehensive client management strategy, service standards, and operational frameworks across the enterprise.

• Ensure alignment of global implementation, support, and educational functions with overarching business growth goals.

• Create governance structures, key performance indicators (KPIs), and performance benchmarks to assess success and promote accountability.

• Manage executive-level client interactions, focusing on strategic relationships and escalation processes.

• Supervise budgeting, forecasting, and resource allocation for client-facing operations.

• Foster innovation in onboarding, service delivery, and renewal strategies to boost retention and growth.

• Collaborate with Product and Sales leadership to enhance customer lifecycle results and ensure alignment with customer feedback.

• Advocate for client success priorities in executive discussions and influence decisions at the enterprise level.

• Support consistent and scalable performance across global teams through effective operational leadership.

⛳️ Requirements

• Bachelor’s degree or comparable experience.

• Master’s degree is preferred.

• Over 12 years of experience in SaaS implementation, customer support, or customer success.

• More than 6 years of experience leading enterprise-level projects and cross-functional teams.

• Proven success in scaling global customer success or service operations.

• Strong financial literacy with experience in managing multi-functional budgets.

• Demonstrated success in influencing enterprise strategy and engaging with executive stakeholders.

• Experience managing complex, integrated SaaS client portfolios.

• Capability to establish long-term strategic priorities.

• Ability to influence stakeholders and drive organizational results.

• Experience in coaching and developing senior leaders.

• Proven experience leading distributed teams with consistent performance benchmarks.

• Experience in shaping retention and satisfaction strategies on a large scale.

• Ability to advocate for innovative service delivery models.

• Proven ability to partner effectively with C-level executives.

🏝️ Benefits

• Equal opportunity employer.

• Confidential handling of applicant information in accordance with EEO guidelines.

• Inclusive and non-discriminatory workplace culture.

• Initiatives focused on Diversity, Equity, Inclusion, and Belonging.