Director, Client Success, Enterprise Corrections

Director, Client Success, Enterprise Corrections

The Director of Client Success is a strategic people leader responsible for the health, engagement, and success of Tyler’s Enterprise Corrections clients within Tyler’s Courts & Justice division. This role drives product adoption, value realization, satisfaction, retention, and long-term partnership across the client lifecycle.

The Director will develop and execute a Client Success strategy tailored to the needs of correctional clients while contributing to the broader direction of the Client Success organization. This leader will also support Tyler’s continued cloud and product modernization by helping clients understand , prepare for , and adopt change while proactively addressing risks.

The Director will lead and develop a high-performing team, establish scalable and consistent Client Success practices, and partner across the organization to deliver measurable outcomes for Tyler and its clients.

The role requires a leader who can build trusted relationships with correctional agency executives and facility leadership while balancing strategic client partnership, team development, operational discipline, and cross‑functional execution.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Plano, Texas | Nashville, Tennessee

Travel

25-50%

Responsibilities

Strategic Leadership

• Develop and execute the Client Success strategy for Enterprise Corrections, ensuring alignment with Tyler’s organizational priorities and desired client outcomes.
• Maintain a comprehensive view of the segment’s overall health, strategic priorities, modernization readiness, retention risks, and growth opportunities.
• Contribute to the broader Client Success strategy by sharing segment insights, emerging trends, risks, and recommended actions.
• Translate Tyler’s cloud and modernization strategy into actionable client engagement, readiness, adoption, and value realization plans.
• Establish clear goals and performance measures across client health, adoption, satisfaction, retention risk, engagement, referenceability, and value realization.
• Foster a culture of accountability, collaboration, adaptability, and continuous improvement.
• Represent the needs and perspectives of the assigned client segment in departmental and cross‑functional planning.

Team Leadership and Development

• Lead, coach, and develop Client Success leaders and professionals, including performance management, career development, and succession planning.
• Establish clear expectations and consistent operating practices across the team.
• Promote collaboration and knowledge sharing to improve the quality and consistency of the client experience.
• Use strong emotional intelligence and sound judgment to navigate complex team, client, and organizational dynamics.
• Lead the team effectively through organizational, product, and industry change.

Client Engagement, Advocacy, and Retention

• Ensure the team develops meaningful success plans that connect Tyler solutions to each client’s goals, priorities, and desired outcomes.
• Build trusted relationships with executive and senior operational stakeholders, including correctional agency leadership, sheriffs and their leadership teams, facility administrators, and other client decision‑makers.
• Establish proactive approaches for identifying at‑risk clients and coordinating recovery plans before issues affect retention or the broader relationship.
• Provide executive leadership during significant client escalations, ensuring clear ownership, communication, and follow‑through.