Director of Client Strategy & Success

About Two Circles

Two Circles is a sports and entertainment marketing company focused on expanding audiences and revenue. The business helps clients understand fan behavior, including how fans spend, which events they attend, which channels they engage with, and what content they consume. Those insights are then used to help clients grow both direct-to-consumer and business-to-business income.

The company’s platforms and services are used by more than 1,000 clients worldwide, including major names such as the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. Two Circles has a team of more than 1,000 people across 15 offices and supports sports and entertainment organizations globally.

Role overview

The Client Success Director is a senior leadership position within the Client Experience function. The role is responsible for managing, retaining, and growing a substantial portfolio of North American clients. Reporting to senior Client Success leadership, this person owns the full customer journey, from onboarding through ongoing strategy, renewals, and expansion.

Alongside direct ownership of client relationships, the role also leads a team of 4 to 5 Client Success Managers who collectively support about 30% to 40% of the North American client base. The director sets priorities, improves execution, develops team capability, and helps ensure strong outcomes across the portfolio.

This leader works closely with senior client stakeholders to recommend best practices, align solutions with business goals, and drive long-term value from the company’s platforms and services. Internally, the role collaborates with Product, Support, Solutions, Sales, and Marketing to support customer experience and business growth.

Client lifecycle management

• Coach and support Client Success Managers as they guide customers through the full journey, from onboarding to renewal and expansion.
• Build durable relationships with important stakeholders and maintain a high level of satisfaction with the software and service experience.
• Oversee onboarding to ensure product adoption is smooth and services are delivered on time.
• Track account health and act early to reduce retention risk.

Cross-functional collaboration

• Work with senior leaders across Client Experience, Product, Sales, and Marketing to strengthen customer insights and shape strategy, priorities, and the evolution of the client experience.
• Represent the client internally by translating feedback and market trends into input for the product roadmap and broader platform direction.
• Partner with Marketing and Business Development to surface strong client success stories and proof points for go-to-market and brand efforts.
• Align teams on messaging, expectations, and service delivery at scale.

Retention and growth

• Own retention and net revenue growth for the portfolio, ensuring clients continue to extract and expand value.
• Lead renewal, expansion, and churn-reduction strategy in partnership with Client Success Managers.
• Spot portfolio-wide growth opportunities and support cross-sell and upsell activity with Sales and Solutions.
• Support leadership with revenue forecasting, risk review, and progress against growth goals.
• Define and monitor portfolio metrics such as adoption, engagement, retention risk, and renewal outlook.
• Run executive business reviews and strategic planning discussions with clients.

Client success and value realization

• Set the approach for how clients realize value from Kore’s technology and services, and promote consistent best-practice delivery across the team.
• Guide Client Success Managers in delivering recommendations that support client objectives.
• Act as a senior escalation contact and trusted advisor for key relationships.
• Use client goals and insights to influence product direction, service design, and the wider customer experience.
• Keep improving how client value is delivered, measured, and communicated throughout the lifecycle.

Experience and qualifications

Preferred experience includes 5 to 8 years in client success, account management, consulting, sales, or strategy, along with 3 to 5 years of people management experience in a fast-moving environment. The role requires a track record of handling complex client relationships, renewals, and revenue growth.

Experience in sports, entertainment, or brand-focused businesses is preferred, especially within a SaaS or technology company.

Skills and tools

Strong communication, relationship-building, and interpersonal skills are important at every level of this role. The ideal candidate should also be analytical, able to use data to support decisions and demonstrate solution value, and capable of solving complex customer challenges.

Excellent organization, attention to detail, and the ability to manage multiple accounts at once are essential. The role also involves travel up to 25%, including overnight stays.

Technical experience should include Microsoft Dynamics and Salesforce CRM platforms. Familiarity with SaaS products and enterprise software is strongly preferred. Strong working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook is expected for reporting, productivity, and presentations. Experience with the KORE intelligence platform is an added advantage.

Compensation

The base salary range for this position in the United States is $100,000 to $160,000. Actual pay may vary depending on experience, education, responsibilities, and business needs. The salary range is only one part of the overall compensation package.