Director of Client Success

Job Summary

Leading a team of 8-10+ Customer Success Managers, the full-time remote Director of Client Success will elevate client outcomes, maximize lifetime value, and mentor CSMs in a high-performance environment while being available during EST hours.

Key Responsibilities

• Lead and coach CSMs on onboarding, accountability, and renewal calls
• Step into high-stakes client situations to retain clients and protect revenue
• Monitor KPIs related to retention, upgrades, renewals, and collections

Required Qualifications

• Proven experience leading customer success teams in online education or digital marketing
• Strong track record in objection handling and save calls
• Hands-on experience preventing refunds and chargebacks
• Excellent communication and leadership skills
• Familiarity with tools such as Loom, Slack, Zapier, and CRMs