Client Success Leader: Scale Ops & Retention

General Summary The Director of Client Success is responsible for executing and operationalizing the Client Success strategy established by the Vice President of Client Success. This role focuses on day‑to‑day leadership, performance management, and continuous improvement of the Customer Service function to ensure a high‑quality, consistent client experience. The Director partners closely with the VP to translate strategic priorities into scalable processes, team performance, and measurable outcomes while supporting retention, service excellence, and team development. Compensation $130,000 – $150,000 (depending on experience) Essential Duties Client Experience & Operational Execution Execute the Client Success strategy set by the VP, ensuring alignment with company goals and core values. Drive consistent delivery of a high‑quality, client‑centric service experience across all channels. Implement and optimize a multi‑tiered Client Success model (self‑service, Tier 1–3, escalation paths). Support initiatives to improve first‑call resolution and overall service efficiency. Performance Management and Metrics Manage day‑to‑day SLA performance, ensuring timely and accurate service delivery. Track and report on key performance metrics, providing insights and recommendations to leadership. Support administration and execution of CSAT and NPS programs. Identify trends and partner with the VP to recommend performance improvements. Client Retention and Experience Improvement Support implementation of retention and engagement strategies developed by leadership. Identify at‑risk clients and ensure proactive resolution through the team. Gather client feedback and highlight themes to inform strategic decision‑making. Drive continuous improvement initiatives that enhance the client experience. People Leadership and Talent Development Lead and develop Client Success Managers and team members to achieve performance goals. Lead operational interview processes, hiring coordination, leadership candidate evaluation, and staffing recommendations for Client Success functions. Provide coaching, performance feedback, and leadership development support. Foster a positive, accountable, and performance‑driven team culture. Partner with the VP on succession planning and leadership development initiatives. Manage ongoing SOP governance, updates, version control coordination, rollout communication, and operational implementation across Client Success. Oversee BPO management, including operational alignment, service delivery expectations, staffing coordination, and performance accountability. Cross‑Functional Collaboration Ensure operational consistency across internal teams and external servicing partners through calibration, communication, and process audits. Partner with Sales and internal stakeholders to ensure aligned client messaging and experience. Support consistency in communication and service delivery across departments. Act as an escalation point for complex client issues, coordinating resolution with leadership as needed. Partner with Training, Human Resources, Quality, Compliance, Product, Reporting, Telephony, and Operations teams to ensure procedural changes are operationalized effectively across all servicing teams. Operations and Resource Management Manage operational readiness for new program launches, policy updates, and servicing model changes. Support workforce planning, staffing models, and scheduling to meet service demands. Assist in managing department budget inputs and operational resources. Ensure effective utilization of tools and systems supporting Client Success operations. Oversee workforce readiness initiatives, including implementation support for new processes, queue structures, dialer workflows, and operational changes. Innovation and Continuous Improvement Identify opportunities to improve processes, workflows, and service delivery. Support implementation of new tools, technologies, and automation initiatives. Stay informed on industry practices and bring forward improvement recommendations. Oversee implementation and operational follow‑through for process improvement initiatives directed by executive leadership. Leadership Support & Representation Support the VP in preparing for executive updates, reporting, and business reviews. Participate in leadership discussions as a functional expert in Client Success operations. Represent the department in internal meetings and select client interactions as needed. Knowledge, Skills & Abilities Knowledge and Experience Bachelor's degree in business administration, finance, or a related field; MBA preferred. 7‑10+ years of experience in customer service leadership, preferably within the financial services industry. Experience managing teams in a service‑based or financial services environment preferred. Skills and Abilities Proven ability to improve service delivery, team performance, and client satisfaction. Strong operational leadership and team management capabilities. Effective communicator with strong collaboration and problem‑solving skills. Ability to translate strategy into execution and drive results through teams. Proficiency in customer service technologies and reporting tools. Financial Responsibility & Authority Input on department staffing plans and incentive structures. Oversight of team‑level performance and productivity metrics. Support operational planning and implementation for automation initiatives, AI tools, workflow improvements, and service process enhancements. Job Type Full‑time, exempt Schedule 8‑hour shift, Monday to Friday Location Irvine, CA Equal Employment Opportunity Statement Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Background Check Requirement This position must pass a post‑offer pre‑employment criminal background check. #J-18808-Ljbffr