About the Role
The ideal candidate will lead a team responsible for client onboarding, ongoing support, and retention strategies, driving adoption and satisfaction across the customer lifecycle.
Responsibilities
- Lead the development and execution of client success strategies
- Manage onboarding processes for new clients to ensure smooth implementation
- Monitor client health metrics and identify at-risk accounts
- Collaborate with product teams to relay client feedback and feature requests
- Drive adoption of platform features through proactive engagement
- Oversee renewal and expansion opportunities with existing clients
- Develop playbooks for client lifecycle management
- Train and mentor a team of client success managers
- Coordinate with sales teams during client transitions
- Analyze customer usage data to inform retention efforts
- Lead quarterly business reviews with key accounts
- Identify upsell opportunities in partnership with revenue teams
- Ensure service level agreements are met or exceeded
- Implement best practices for customer advocacy and reference programs
- Maintain documentation for client processes and escalations
- Respond to high-priority client issues with cross-functional teams
- Track KPIs including NPS, retention rate, and churn
- Optimize internal tools used by the client success team
- Represent client needs in executive meetings
- Support crisis management for major service disruptions
- Foster a culture of accountability and client focus
- Evaluate third-party vendors supporting client operations
- Standardize communication templates for client touchpoints
- Conduct post-implementation reviews to assess satisfaction
- Promote knowledge sharing across customer-facing departments
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexibility for global time zones
Team
Part of the customer-facing leadership team focused on retention and satisfaction
About the Team
This role joins a growing customer success division that partners closely with product, engineering, and compliance teams to deliver a seamless client experience.
Technology Stack
The team uses Salesforce, Slack, Zendesk, Google Workspace, and internal analytics dashboards to manage client interactions and performance tracking.
Growth Opportunities
The company is expanding its client base rapidly, offering the director a chance to shape the future of the department and influence product direction.
Not available for this role
