Director of Client Success
New
S
Scale to Win, IncPolitical Technology
Remote (US)Full-TimeDirector
Salary160,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisPeople ManagementAccount ManagementSaaSHubSpotGoogle WorkspaceSlack
Requirements
- 5+ years of direct experience in Client Success or Account Management in a SaaS or digital technology environment.
- Proven experience in formal people management of teams of 3+ individuals.
- Demonstrated ability in building or iterating on Mutual Success Plans, customer journey maps, and business review frameworks.
- Proficiency in leveraging product usage analytics and health metrics for forecasting and operational alignment.
- Strong organizational skills and ability to drive projects independently in a distributed environment.
- Deep alignment with progressive causes and nonprofit organizing.
- Experience with telephony technology or nonprofit/political sectors is a plus.
- Familiarity with tools such as HubSpot, Google Suite, and Slack.
Responsibilities
- Manage and mentor a pod of 3+ Client Success Managers with regular 1:1s and professional development mapping.
- Standardize and oversee the onboarding program for new CS hires.
- Design and optimize foundational CS frameworks including QBRs/EBRs, Mutual Success Plans, and health scoring models.
- Author and execute customer lifecycle playbooks for onboarding, growth, retention, and renewal.
- Serve as the strategic voice of the customer internally to inform product and engineering feedback.
- Manage a personal portfolio of complex, high-value accounts.
- Lead executive-level engagements, contract renewals, and business reviews for assigned accounts.
- Act as an escalation point for complex technical or relationship issues.
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