Job Summary: trivinna is seeking a client-focused Senior Director, Client Success to lead the post-sale client experience for our commercial real estate loan management SaaS platform. This leader will own the full client journey from onboarding through long-term partnership-building scalable onboarding frameworks, driving platform adoption, and ensuring clients realize the full value of trivinna. The role also encompasses user acceptance and quality assurance, serving as the voice of the client back into Product and Engineering to ensure the platform consistently meets the high standards our institutional clients expect. The ideal candidate brings a blend of client relationship management, CRE domain fluency, and operational discipline to build a world-class client success function from the ground up.
Key Responsibilities:- Design and implement a scalable, repeatable client onboarding framework from contract execution through full platform adoption.
- Serve as the primary point of contact for client integrations, coordinating with Engineering and Data teams for seamless data migration, API connectivity, and system configuration.
- Develop onboarding playbooks, training materials, and tailored project plans for diverse client needs.
- Proactively manage onboarding timelines, resolve blockers, and ensure clear communication to accelerate time-to-value for new clients.
- Build and maintain trusted relationships with senior stakeholders at institutional lenders, servicers, and debt fund clients.
- Lead regular business reviews to assess platform performance, identify expansion opportunities, and align on evolving client needs.
- Monitor client health metrics (adoption, engagement, support volume, Net Promoter Score) and implement proactive strategies for at-risk accounts.
- Advocate for clients internally by translating feedback and pain points into actionable input for the Product roadmap.
- Oversee user acceptance testing (UAT) for new platform releases, ensuring clients are engaged and confident prior to go-live.
- Establish and maintain quality standards for data accuracy, workflow reliability, and regulatory compliance.
- Partner with Product and Engineering to triage, prioritize, and resolve client-reported issues, ensuring transparent communication.
- Define, track, and present key quality and satisfaction metrics (CSAT, NPS, resolution time, escape rates) to executive leadership.
- Build, mentor, and lead a high-performing client success team, including onboarding and QA specialists.
- Collaborate cross-functionally with Product, Engineering, Sales, and Marketing to ensure alignment on client commitments, product releases, and go-to-market activities.
Required Qualifications:- Bachelor's degree in Business, Finance, Real Estate, or a related field (or equivalent experience).
- 10+ years of experience in client success, account management, or professional services.
- At least 4 years in a senior leadership role within a SaaS or B2B technology company.
- Demonstrated experience building scalable client onboarding frameworks and post-sale processes in a high-growth technology environment.
- Strong domain knowledge in commercial real estate finance (e.g., CRE lending, loan servicing, CMBS, GSE, or debt fund operations).
- Proven ability to manage complex, multi-stakeholder relationships with institutional clients.
- Experience overseeing user acceptance testing (UAT) and collaborating with Product and Engineering teams to drive platform quality.
- Strong data orientation with the ability to define, track, and report on client health, satisfaction, and quality metrics at the executive level.
- Excellent communication, presentation, and relationship-building skills with senior client stakeholders.
- Experience working cross-functionally with Product, Engineering, Sales, and Marketing teams.
Preferred Qualifications- MBA or other advanced degree.
- Experience in a dynamic startup or growth-stage environment.
- Experience with regulatory compliance or audit processes relevant to commercial real estate or financial services.
- Experience managing international client relationships or supporting global client bases.
- Experience building and scaling client success teams from the ground up.
