Client Director (on-site) - Plano, TXThe Client Director will lead our customer success strategy, overseeing the full post-sale lifecycle including engagement, retention, and account growth. This leader will drive client satisfaction, retention, and revenue expansion across the enterprise portfolio.
The Main Course - Responsibilities- Define and lead the customer success and account management strategy.
- Build and manage a high-performing team of client-facing professionals (directly and indirectly).
- Foster strong relationships with key clients to ensure satisfaction and long-term value.
- Identify and engage key stakeholders across the customer organization (e.g., IT, Operations, Marketing, Finance, Executive leadership), tailoring Ziosk's value proposition to align with each function's priorities and drive adoption, alignment, and growth.
- Serve as the executive sponsor and strategic advisor, translating business goals into solutions that drive measurable outcomes and long-term growth.
- Partner with Sales and Product to support renewals, expansions, and customer feedback loops.
- Track and improve KPIs such as retention, growth, and customer health.
Strategic Account Management & Growth Responsibilities
- Enterprise Account Strategy Development: Ability to create and execute long-term, customer-specific account plans aligned with both client goals and company growth targets.
- Revenue Growth & Expansion Execution: Proven ability to drive upsell and cross-sell by multi-threading across the enterprise, tailoring Ziosk's value proposition to key personas (IT, Ops, Marketing, Finance, Executive leadership) to unlock budget, alignment, and expansion.
- Customer Success Orientation: Understanding client objectives and ensuring the SaaS solution delivers measurable value and outcomes.
Leadership & Cross-Functional Alignment
- Strategic Ownership & Accountability: Set clear account-level goals and success metrics, driving accountability across internal teams to deliver against customer and business outcomes.
- Cross-Functional Leadership: Lead and influence cross-functional teams (Product, Engineering, Operations, Sales, and Client Services) to align on priorities, drive execution, and support customer growth, retention, and expansion.
Client Relationship & Stakeholder Management
- Executive Relationship Management: Build trust-based relationships with senior stakeholders (VP/C-level) while establishing strong connections across key functions (IT, Operations, Marketing, Finance) to ensure alignment, advocacy, and long-term partnership.
- Strategic Communication & Influence: Effectively communicate Ziosk's value proposition across stakeholder groups, tailoring messaging to each persona's priorities to influence decision-making, drive alignment, and support adoption and growth.
Revenue Management
- Manage revenue forecasts, budgeting, and reporting for existing accounts, using a consultative selling approach to align solutions with customer objectives and drive sustainable growth.
Operational Excellence
- Process Optimization & Scalability: Designing and improving client management processes for scale, efficiency, customer satisfaction and revenue expansion.
- Customer Lifecycle Management: Oversight of adoption, renewal, and expansion stages across client portfolio.
What You Bring To The Table - Qualifications- Experience working with POS integrations, loyalty programs, online ordering, and restaurant analytics tools.
- Familiarity with change management and enterprise onboarding best practices.
- 10+ years of experience in customer success, client services, or account management, ideally in SaaS or restaurant/hospitality technology.
- Exceptional communication, presentation, and relationship-building skills, with the ability to engage and influence stakeholders across IT, Operations, Marketing, Finance, and Executive leadership.
- Ability to tailor messaging and value propositions to different functional personas, aligning solutions to business priorities and driving adoption and growth.
- Ability to thrive in a fast-paced, growth-stage environment.
- Proven track record of exceeding quotas.
- Experience selling complex solutions into enterprise organizations.
- Exceptional influencing and problem-solving skills across cross-functional stakeholders.
- Strong contract negotiation and contract management skills, including developing a clear statement of work across cross-functional teams.
- Demonstrated learning mindset with the ability to adapt and evolve alongside emerging technologies, including AI, and apply them to drive customer value and business outcomes.
Industry and Product Knowledge (Preferred)
- Software Solutions Industry Knowledge: Understanding the business models, metrics and trends in enterprise restaurant technology.
- Technical & Product Fluency: Ability to understand the platform capabilities to drive strategic conversations and discovery with clients to reinforce and create customer value and product positioning.
Client Director Success Metrics
- Retention & Revenue Growth
- Customer Health & KPIs
- Sales Enablement
Candidates must be eligible to work in the U.S. and be able to commute to Plano, TX daily. Applicants must be authorized to work for any employer in the U.S. No agencies or third-party recruiters, please.
