Director of Client Success

Job Summary

Leading a cross-functional team, the full-time salaried Director of Client Success will coach team members, design processes for client retention, and manage overall account health in a remote environment.

Key responsibilities

• Run consistent coaching sessions and develop individual growth plans for Client Success Managers (CSMs)
• Design and improve operational processes, including account segmentation and health-scoring methodologies
• Own the team's retention and renewal metrics, translating company targets into actionable plans for CSMs

Required qualifications

• 7+ years in client success or account management, with at least 3+ years in a management role
• Proven track record in developing team members through coaching and performance feedback
• Experience in designing client retention and churn programs from the ground up
• Strong analytical skills with the ability to work with retention and churn metrics
• Proficiency with CRM software, preferably Salesforce, and related performance tracking tools