Job Description
The Sr. Director, Client Success defines and leads the enterprise strategy for SaaS implementation, customer education, and client success management. This role operates with significant autonomy and organizational influence, shaping long-term service strategy, enabling global scalability, and driving strong client retention and satisfaction outcomes. By partnering cross-functionally and engaging at the executive level, this leader ensures a seamless, high-impact client experience across the entire lifecycle.
What You’ll DoDefine and evolve enterprise-wide client management strategy, service standards, and operating models
Align global implementation, support, and education functions with broader business growth objectives
Establish governance frameworks, KPIs, and performance benchmarks to measure success and drive accountability
Lead executive-level client engagement, including strategic relationships and escalation management
Oversee budgeting, forecasting, and resource planning across client-facing functions
Drive innovation in onboarding, service delivery, and renewal strategies to improve retention and expansion
Partner with Product and Sales leadership to optimize customer lifecycle outcomes and ensure voice-of-customer alignment
Represent client success priorities in executive forums and influence enterprise decision-making
Enable consistent, scalable performance across global teams through strong operational leadership
What You BringBachelor’s degree or equivalent experience; Master’s degree preferred
12+ years of experience in SaaS implementation, customer support, or customer success
6+ years of experience leading enterprise-level initiatives and cross-functional teams
Proven track record of scaling global customer success or service operations
Strong financial acumen with experience managing multi-functional budgets
Demonstrated success influencing enterprise strategy and engaging with executive stakeholders
Experience managing complex, integrated SaaS client portfolios
Key Skills:
Strategic Vision: Defines long-term priorities that position the organization for sustainable growth
Stakeholder Influence: Anticipates external factors and drives organizational outcomes
People Leadership: Coaches and develops senior leaders while fostering an inclusive culture
Global Operations Management: Leads distributed teams with consistent performance standards
Enterprise Customer Success: Shapes retention and satisfaction strategies at scale
Innovation Leadership: Champions forward-thinking service delivery models
Executive Collaboration: Partners effectively with C-level leaders across the organization
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
