Position Overview:

As the Director, Client Success, you will provide strategic leadership for client relationships and the overall client experience, ensuring exceptional outcomes, strong retention, and sustainable account growth. This role serves as a senior client advisor and escalation leader, partnering with clients and internal teams to anticipate challenges, resolve complex issues, improve operational and financial performance, and build long-term partnerships. The successful candidate is energized by delivering exceptional client outcomes, leading through challenging situations, and creating scalable client success strategies through relationship building, creative problem solving, communication, and persistence.
What you'll do
• Provide strategic leadership and executive-level relationship management for key clients, serving as a trusted advisor and senior point of escalation for client communication, support, and strategic partnership needs.
• Develop and execute client success strategies that improve client satisfaction, retention, adoption, operational performance, and long-term account value.
• Lead recurring executive and business reviews with clients, establish success plans and measurable objectives, manage follow-up actions, and proactively identify opportunities to strengthen relationships and grow the business.
• Build and maintain long-term client partnerships that deliver operational and financial value while identifying opportunities to optimize, retain, and expand existing accounts.
• Own escalated client concerns and complex service issues, coordinating cross-functional teams and executive stakeholders to drive timely, sustainable resolutions.
• Partner closely with Operations, Product, Finance, IT, Sales, Legal, and other internal teams to ensure service delivery, contractual obligations, implementations, and strategic initiatives align with client expectations.
• Oversee client onboarding, implementations, project execution, software releases, UAT activities, process improvements, and transitions, ensuring requirements are met and changes are successfully deployed.
• Establish and monitor client health metrics, analyze operational and financial data, identify trends and risks, and translate insights into clear recommendations and action plans for internal and external stakeholders.
• Provide oversight of client account health, including reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables.
• Educate and guide clients on product capabilities, operational processes, industry best practices, and change management strategies to drive adoption and long-term success.
• Establish scalable client success practices, playbooks, processes, and performance measures that improve consistency and client outcomes across the portfolio.
• Coach, mentor, and develop client success team members, promoting accountability, sound judgment, strong communication, and a client-first culture.
• Partner with leadership to develop client success forecasts, account plans, retention strategies, and growth initiatives, providing visibility into client risks, opportunities, and overall portfolio health.
• Maintain a strong understanding of product configurations, system functionality, cross-service workflows, applicable legislation, regulatory requirements, and client contracts to support compliance and operational success.
• Represent the organization with clients, government agencies, municipalities, public sector stakeholders, and industry partners as needed, including travel up to 30-50% for client meetings, onsite support, implementations, conferences, and relationship management activities.
What we're looking for
• Bachelor's degree preferred, or an equivalent combination of education, training, and experience is required.
• 7+ years of experience in client success, account management, client-facing operations, strategic partnerships, or a related environment, with demonstrated progression into leadership responsibilities.
• Experience leading strategic client relationships, executive-level communications, account planning, retention initiatives, and complex escalations.
• Experience working with government agencies, municipalities, public sector clients, or regulated industries strongly preferred.
• Strong understanding of customer contracts, compliance requirements, applicable legislation, and operational requirements within a client service environment preferred.
• Demonstrated ability to build trusted executive relationships, drive client satisfaction and retention, and identify opportunities for account growth and operational improvement.
• Proven ability to lead difficult conversations, manage escalated client concerns, influence stakeholders, and drive issue resolution with professionalism, urgency, and sound judgment.
• Demonstrated experience leading clients through operational and system-related changes, including implementations, process improvements, software enhancements, and transitions.
• Strong analytical, organizational, and problem-solving skills, with the ability to interpret complex data, identify risks, prioritize competing demands, and develop effective solutions.
• Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of internal and external stakeholders, including executive leadership and government representatives.
• Experience gathering, documenting, and communicating business and client requirements to cross-functional teams and senior leadership.
• Demonstrated leadership, coaching, mentoring, and team-development skills, with the ability to create accountability and develop high-performing client success professionals.
• Ability to establish scalable processes, define performance metrics, and use client health data to improve outcomes across a portfolio of accounts.
• Ability to manage multiple priorities, adapt to shifting business needs, and maintain accountability in a fast-paced environment.
• Self-motivated and action-oriented, with the ability to work independently, exercise executive judgment, and collaborate effectively across functions.
• Strong technical aptitude with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with CRM or client management platforms preferred.