Director of Client Success

Director of Client Success

Role Overview:

As the Director of Client Success, you will be responsible for leading both the strategic account management and client service functions to drive revenue, operational excellence, and long-term client satisfaction. Reporting to the Managing Director, you will collaborate with the senior leadership team to align client-focused strategies with organizational goals. This role combines sales leadership, client relationship management, and operational oversight to ensure the organization meets and exceeds financial targets while delivering an industry-leading client experience.

Key Responsibilities:

Client Management & Service Delivery:

• Oversee and lead cross-functional teams to deliver exceptional client service, ensuring operational and service standards are met across all client accounts.
• Act as the senior escalation point for key clients, providing strategic solutions and ensuring long-term client retention.
• Monitor and measure client satisfaction through surveys, QBRs, and feedback, driving continuous improvement initiatives to enhance service delivery.
• Build deep relationships with senior stakeholders at key client accounts, offering operational and commercial expertise to maximize profitability and growth opportunities.
• Develop and implement scalable processes and procedures to ensure consistency, quality, and efficiency across client services.
• Ensure successful implementation of new clients, leading project planning and execution to meet client and organizational goals.

Sales Leadership & Business Development:

• Develop and execute strategic sales plans in collaboration with Account Directors and Sales Leaders to meet revenue targets and expand the client portfolio.
• Lead teams in identifying new business opportunities, creating tailored marketing strategies, and delivering compelling proposals and presentations.
• Drive revenue growth by exploring and capitalizing on client needs, aligning client solutions with organizational capabilities and goals.
• Collaborate with marketing and business development teams to ensure a unified approach to client acquisition and retention.
• Oversee financial performance, including sales revenue, margins, and operating expenses, ensuring profitability across all accounts.

Team Leadership & Development:

• Lead, mentor, and develop a high-performing team of Account Directors, Client Service Managers, and Implementation Specialists, fostering a culture of accountability, collaboration, and excellence.
• Set clear performance goals for the team, regularly reviewing progress and providing coaching to achieve both individual and departmental objectives.
• Develop and implement comprehensive training programs to build technical skills, client management expertise, and leadership capabilities within the team.
• Drive team engagement and motivation by promoting a positive workplace culture aligned with the organization's values and vision.

Strategic Planning & Operational Oversight:

• Serve as an active member of the Sales and Client Services Leadership Teams, contributing to overall business strategy and decision-making.
• Analyze client and market data to identify trends, risks, and opportunities, providing insights to inform strategic initiatives.
• Participate in financial reviews, quarterly strategy sessions, and leadership forums to align client service and sales strategies with organizational objectives.
• Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge and enhance client offerings.

Qualifications:

• 7+ years of experience in business development, sales management, or client service leadership within a high-growth organization.
• Proven track record of managing a book of business valued at $20M+ and delivering consistent revenue growth and client retention.
• Strong financial acumen with the ability to analyze and interpret financial data, including margins, discounts, and operating expenses.
• Experience leading and developing cross-functional teams, driving performance, and fostering a culture of continuous improvement.
• Exceptional interpersonal, communication, and negotiation skills, with the ability to build and maintain relationships with senior client stakeholders.
• Proficiency in CRM software and other relevant tools for sales and order management.
• Flexibility to travel as required (up to 30%).

Key Performance Metrics:

• Client retention and satisfaction scores.
• Achievement of sales and revenue targets.
• Profitability and operational efficiency across key accounts.
• Successful implementation of new clients and projects.
• Team engagement, development, and retention rates.
• Conversion rates for new business pitches and proposals.