Customer Success Manager

We are seeking a Director of Client Success to lead and transform our Client Services team into a strategic, proactive client success organization. This leader will be responsible for developing a team culture focused on relationship building, client outcomes, and data-driven decision making. The ideal candidate brings 10+ years of experience leading Client Success teams, with a proven ability to build scalable processes, implement KPIs and metrics that guide decision making, and cultivate strong partnerships with clients. This role will focus on helping our organization move beyond task-based support toward deep understanding of client goals, challenges, and opportunities within our platform. Requirements Key Responsibilities Leadership & Team Development Lead, mentor, and develop the Client Success team to build a proactive, relationship-driven culture Establish clear goals, expectations, and accountability frameworks Build a high-performing team that prioritizes client outcomes over task completion Client Success Strategy Develop and implement a Client Success strategy focused on retention, growth, and client satisfaction Establish client success frameworks including onboarding, engagement, adoption, and renewal strategies Partner with leadership to ensure the voice of the customer influences product and service improvements Metrics & Data-Driven Decision Making Define and implement KPIs and success metrics to measure team performance and client health Build dashboards and reporting that provide actionable insights into: Retention and churn risk Client satisfaction Use data to proactively identify opportunities and challenges within the client base Client Relationship Management Foster strong executive-level relationships with key clients Ensure the team deeply understands each client’s goals, challenges, and operational needs Position the company as a strategic partner, not simply a service provider Process & Innovation Design scalable processes that support client growth and operational efficiency Introduce innovative approaches to client engagement and communication Continuously evaluate tools, workflows, and strategies to improve the client experience Qualifications 10+ years of experience leading Client Success, Customer Success, or Account Management teams Demonstrated success transforming reactive support teams into strategic Client Success organizations Strong experience implementing metrics, KPIs, and data-driven performance management Proven ability to build long-term client relationships at both operational and executive levels Experience working with SaaS or technology platforms preferred Strong leadership, communication, and organizational skills Government or Utility Experience Strategic thinker with the ability to translate vision into actionable plans About the Company At SmartBill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one-stop-shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations. #J-18808-Ljbffr SmartBill Corp