Director of Client Success

Onshore was founded to tackle a common problem: businesses wasting months chasing documents, risking audits or missing incentives. At Onshore, unlock valuable tax benefits like R&D Tax Credits, 179D Deductions, and Cost Segregation using innovative consulting and advanced AI technology. Our efforts have returned millions to clients by transforming untapped opportunities into tangible results. As we scale rapidly and seize massive growth potential, we are seeking confident, curious and collaborative professionals to help drive our next phase of expansion. The Opportunity The Director of Client Success will architect the operational backbone of our post-sale organization: standing up the processes, reporting, and technical fluency, while leading and scaling a team of Client Success Associates. This role sits at the intersection of process, people, and product. You'll be the technical escalation point between client success, sales and leadership teams. What You'll Do Build & Own the Operating System for Client Success Audit current onboarding, project management, and escalation processes; identify gaps and build the improve playbooks . Own the operational metrics such as revenue updates, invoicing status, and the ratio of accounts in-process versus stalled. Take an iterative approach: pilot a process, keep what works, and be willing to scrap and rebuild what doesn't. Communicate with executive leadership effectively regarding any and all things related to the CS department. Be the Technical & Escalation Anchor Develop genuine fluency in R&D tax credits and the other incentive programs Onshore works in, well enough to field the hard client questions yourself. Serve as the escalation point between the Client Success team and Account Executives / leadership when a client relationship or technical issue needs a senior hand. Lead technical discovery on complex accounts and translate client business operations into clear requirements the rest of the team can execute against — including unresponsive or at-risk clients, where you set the plan of action. Lead and Grow a High-Performing Team Directly manage our growing team Client Success Associates, with a mandate to grow and scale the team as the business expands. Own the full management cycle: feedback, coaching, career development, and performance management. Build a \"roll up your sleeves\" culture — one where the team is proactive, adaptable, and comfortable doing whatever the client and the business need. What You Bring 10+ years in Client Success or Account Management within a SaaS, Fintech, or professional services environment, including at least 3 years leading and managing a team. Strong operational background — you've rebuilt a process from scratch, not just followed one. Experience standing up a Client Success function at an early- or growth-stage company. Genuine technical curiosity: comfortable getting deep into a subject matter (tax, compliance, or a similarly technical domain) and willing to learn R&D tax credit work in depth. A track record of using data to drive decisions, track team performance, and get ahead of churn before it happens. Exceptional communication and presence — equally comfortable in a difficult client conversation and an internal leadership meeting. Deep comfort with CRM and project management tools (Salesforce, etc.), and the ability to speak credibly with both engineers and executives. Bachelor's degree in Business, Technology, or a related field. #J-18808-Ljbffr Onshore