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.