Director, Client Success

Role overview

This role is being promoted on behalf of a partner employer, which will handle applications and all subsequent hiring steps. The hiring company is seeking a Director of Client Success in the United States.

In this leadership position, you will be responsible for building and scaling a strong Client Success function centered on retention and account growth across strategic customers. You will oversee a multi-disciplinary team that includes Client Success Managers, Support, and Implementation professionals, with an emphasis on delivering consistent value throughout the customer journey. The job combines team leadership with operational structure, so you’ll need both coaching ability and a systems-oriented mindset. A major part of the role is creating repeatable frameworks that drive predictable renewal and expansion results. You will also help build a culture rooted in accountability, professional growth, and advocacy for the customer. Close collaboration with Sales, Product, and Operations will be essential to turn customer needs into practical improvements. This is a high-impact, highly visible role that directly affects revenue retention and customer satisfaction.

Key accountabilities

• Guide, mentor, and develop Client Success Managers, Support staff, and Implementation team members while ensuring strong execution on important accounts and strengthening long-term team capability.
• Take ownership of retention, renewals, and net revenue retention across the portfolio, and translate business goals into team-level and individual objectives.
• Create and continuously refine operating models such as account segmentation, customer health scoring, escalation workflows, and business review rhythms.
• Establish and strengthen a structured churn-reduction approach that includes early risk indicators, save strategies, and escalation processes across functions.
• Lead hiring, onboarding, performance management, and career growth initiatives for the Client Success organization.
• Work with Sales leadership to ensure expansion opportunities are identified, transitioned, and successfully converted into revenue.
• Prepare regular updates for executive stakeholders covering portfolio health, retention performance, and operational results.
• Represent the customer internally and share insights that help shape decisions in Product, Marketing, and Operations.

Requirements

• At least 7 years of experience in Client Success, Account Management, or a related field, including 3 or more years of experience leading and coaching CSM or account management teams.
• Demonstrated success in developing individual contributors through structured coaching, feedback, and performance-building practices.
• Background in designing or materially improving retention frameworks such as health scoring, segmentation approaches, or churn reduction programs.
• Strong comfort with analytics, including retention, renewal, and net revenue retention metrics, plus the ability to turn insights into action.
• Excellent communication skills and strong executive presence, with the ability to influence senior stakeholders both internally and externally.
• Proven ability to collaborate effectively with Sales, Product, Support, and Operations teams.
• Experience using CRM platforms such as Salesforce and related customer success tools.
• Ability to perform well in a fast-moving, scaling environment with changing priorities.

Benefits

• Medical, dental, and vision coverage is provided.
• Retirement savings through a 401(k) plan.
• A competitive compensation package is offered.
• Unlimited paid time off is available to support work-life balance.
• Paid holidays are included.
• Optional benefits are available, including short-term disability and life insurance.

Additional information

The hiring partner manages the application process and next steps directly. Applications are evaluated through an AI-assisted matching system designed to review candidates quickly and fairly against the main job criteria. The shortlist is then passed to the employer for interviews and assessments. Personal data submitted with an application may be processed to evaluate candidacy and shared with the hiring employer under applicable data protection rules, including GDPR where relevant. AI tools may also assist with parts of the recruitment workflow, such as resume review and response analysis, but human reviewers make the final hiring decision.