Director, Client Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Success based in United States.

This senior leadership role is responsible for driving client growth, retention, and long-term value across a portfolio of strategic accounts.
You will lead a team of Client Success professionals focused on strengthening post-sales relationships and increasing product adoption.
The role combines people leadership, commercial strategy, client engagement, and operational execution in a large-scale IT services environment.
You will own regional revenue and gross profit objectives through renewals, upselling, and cross-selling of technology and service offerings.
Success requires the ability to translate complex client needs and business data into actionable strategies and measurable outcomes.
You will also influence regional and global Client Success practices while partnering closely with sales, service delivery, consulting, and other stakeholders.
This is an opportunity to shape client strategy, develop high-performing teams, and contribute directly to sustainable business growth.

Accountabilities:

• Lead a team of Client Success professionals in delivering strategic client success objectives, while setting clear performance standards and fostering continuous professional development.
• Own regional services revenue and gross profit targets through in-contract growth, upselling, cross-selling, and timely contract renewals with minimal client or price churn.
• Develop and execute client contract strategies aligned with broader Client Success objectives, ensuring consistency across the regional account portfolio.
• Build and maintain strong relationships with strategic clients, understanding their business priorities and positioning relevant technology, managed services, support, consulting, and technical solutions.
• Partner with Client Success, Sales, Service Delivery, Consulting, and other client-facing teams to ensure consistent, effective, and value-driven customer engagements.
• Monitor major service delivery or relationship issues affecting key clients and intervene when necessary to protect relationships, retention, and commercial outcomes.
• Contribute to broader Client Success strategy and oversee regional programs that translate strategic priorities into measurable execution.
• Ensure alignment with the Client Success operating model and promote collaboration, knowledge sharing, and best practices across the regional and global community.
• Analyze financial metrics, operational reports, and client data to identify opportunities, assess performance, and determine appropriate business responses.
• Develop strong cross-functional relationships and advocate for Client Success priorities across the wider organization.
• Drive continuous capability development within the Client Success organization through coaching, mentoring, training, and the adoption of improved practices.

Requirements

• Bachelor's degree or equivalent qualification in business management or a related discipline.
• Significant experience working in managed services, outsourcing, or a comparable IT services environment.
• Significant senior-management experience across sales, service, consultancy, or client success within a large-scale, preferably multinational, IT services organization.
• Demonstrated experience managing senior-level client engagements and commercial service relationships.
• Strong understanding of IT service environments, service operations, and ITIL practices; ITIL certification or working knowledge is preferred.
• Proven ability to build and maintain trusted relationships with senior stakeholders across internal functions and client organizations.
• Strong commercial acumen, including an understanding of revenue, expense management, profitability, growth, and other financial performance metrics.
• Ability to interpret complex data and reports, identify meaningful business insights, and translate findings into effective operating strategies.
• Strong understanding of commercial technology service offerings, including managed services, support services, consulting, and technical services.
• Excellent verbal and written communication skills, with strong questioning, listening, influencing, and negotiation capabilities.
• Significant leadership experience with the ability to establish performance standards, coach teams, and develop high-performing professionals.
• Ability to operate effectively within complex, matrixed organizations and align multiple stakeholders around shared client and business objectives.

Benefits

• Remote working arrangement within the United States.
• Starting target compensation range of $160,000–$296,000 , depending on location, experience, technical skills, and other qualifications.
• Eligibility for additional incentive compensation based on individual and/or company performance.
• Medical, dental, and vision insurance with employer contributions.
• Flexible spending account and/or health savings account options.
• Life and accidental death and dismemberment insurance.
• Short-term and long-term disability coverage.
• Paid time off and employee assistance resources.
• 401(k) program with company match.
• Additional voluntary and legally required benefits.
• Opportunity to lead a regional Client Success organization and influence broader strategic initiatives in a global IT services environment.
• Inclusive workplace committed to equal opportunity and professional growth.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.