Director, Client Success
New
The base salary range for this full-time position is $170,000 – $228,000 per year in the United States.Full-TimeDirector
Salary170,000 - 228,000 USD per year
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Job Details
- Experience
- 8+ years of experience in customer success, account management, client services, or related client-facing roles; 5+ years of people leadership experience
- Required Skills
- Data AnalysisCross-functional Team LeadershipAccount ManagementProcess improvementCustomer SuccessSaaS
Requirements
- 8+ years of experience in customer success, account management, client services, or related client-facing roles.
- Prefer experience in healthcare, benefits, or SaaS environments.
- 5+ years of people leadership experience managing client-facing teams.
- Demonstrated success designing or scaling service models or operational frameworks.
- Proven ability to balance strategic thinking with execution.
- Strong experience using data to drive prioritization and process improvement.
- Excellent written and verbal communication skills.
- Experience influencing cross-functional stakeholders and senior leaders.
- Strong coaching and performance management capabilities.
- Bachelor’s degree or equivalent experience preferred.
Responsibilities
- Define and evolve the Client Success service model for a portfolio-based segment.
- Design scalable ways for clients to experience value without relying on high-frequency 1:1 touchpoints.
- Establish clear standards for how CSMs prioritize portfolios and manage risk.
- Lead, coach, and develop a team of Client Success Managers.
- Set clear performance standards for client management, renewal readiness, and value communication.
- Ensure the team drives client adoption and renewal readiness across the portfolio.
- Monitor client health and identify risks or opportunities.
- Partner with Sales, Product, Marketing, Operations, and Finance to improve the client experience.
- Build and track performance metrics measuring capacity and retention risk.
- Lead initiatives to standardize, automate, or streamline work.
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