Director, Client Success
New
Based in United StatesFull-TimeDirector
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years of experience in Client Success, Account Management, or related roles, including at least 3+ years leading and coaching CSM or account management teams
- Required Skills
- Data AnalysisSalesforceAccount ManagementCRM
Requirements
- 7+ years of experience in Client Success, Account Management, or related roles.
- At least 3+ years leading and coaching CSM or account management teams.
- Proven track record of developing individual contributors through structured coaching, feedback, and performance development.
- Experience designing or significantly improving retention systems such as health scoring, segmentation models, or churn reduction programs.
- Strong analytical ability with fluency in retention, renewal, and net revenue retention metrics.
- Ability to translate data into action.
- Excellent communication and executive presence, with the ability to influence senior stakeholders.
- Demonstrated success working cross-functionally with Sales, Product, Support, and Operations teams.
- Proficiency with CRM systems such as Salesforce and related customer success tooling.
- Ability to thrive in fast-paced, scaling environments with shifting priorities.
Responsibilities
- Lead, coach, and develop a team of Client Success Managers, Support, and Implementation resources, ensuring strong execution across key accounts while building long-term team capability.
- Own the overall retention, renewal, and net revenue retention performance across the portfolio, translating company targets into team and individual goals.
- Design and continuously improve operating systems including account segmentation, health scoring, escalation paths, and business review cadences.
- Build and maintain a structured churn prevention framework, including early warning signals, save plays, and cross-functional escalation processes.
- Drive hiring, onboarding, performance management, and career development for the Client Success team.
- Partner with Sales leadership to ensure expansion opportunities are effectively identified, handed off, and converted into revenue.
- Deliver regular reporting on portfolio health, retention metrics, and operational performance to executive stakeholders.
- Act as the voice of the customer, surfacing insights to influence Product, Marketing, and Operations decisions.
View Full Description & ApplyYou'll be redirected to the employer's site
