Director of Client Success

Director of Client Success Job Description Template

Our company is looking for a Director of Client Success to join our team.

Responsibilities:

  • Ensure all client delivery milestones are met according to the contracted scope of work;
  • Lead and manage on and off-shore Client Success teams;
  • Proven experience in building strong internal and external relationships;
  • Develop a comprehensive understanding of leveraging the platform capabilities to maximize business value creation for the clients;
  • Measure effectiveness of your Client Success Team by defining, tracking, and reviewing team metrics;
  • Owner of ensuring client and dollar retention from existing client base;
  • Project-managing and monitor the implementation process, delivering best-in-class customer service and meeting every milestone;
  • Inspire and promote a Client Success mindset across all departments within BizLibrary;
  • Inspire and promote a Client Success mindset across all departments within company;
  • Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally;
  • Enhance effectiveness and efficiency of Client Success Team through technology;
  • Help define account management and implementation best practices, creating an efficient and repeatable model;
  • Lead and grow the team focused on post-sale Client Success (Client Success Managers);
  • Manage client relationships from signature through renewal, escalating issues when they arise and resolving them in a timely fashion;
  • Measure effectiveness of your Client Success Team by defining, tracking, and reviewing team metrics.

Requirements:

  • Have a sense of humor and like to have fun. We work hard, but we laugh a lot too;
  • Enthusiastic and creative leader with demonstrated ability to inspire others;
  • Experience using a CRM (Salesforce preferred);
  • Demonstrated understanding of value-drivers in recurring revenue business models;
  • Excellent project management, organization, and communication (both verbal and written) skills;
  • Bachelor’s degree (HR Management or Business-focus preferred);
  • Bachelors Degree and 5+ years of work experience;
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook);
  • Experience in a SaaS environment preferred, but not required;
  • 5+ years experience in leading customer-facing teams;
  • Experience in both sales and client success/account management roles;
  • Comfortable working with the ambiguity of a fast-paced startup – ability to innovate, and solve problems creatively;
  • Background in enterprise customer success / account management / implementations;
  • Desire to learn, grow, develop, and eventually mentor future team members;
  • Excellent communication and presentation skills.