Director of Client Success

The Director of Client Success will lead and scale the client success function, acting as an executive sponsor for key accounts to drive client growth and strategic relationships. They will champion the client's voice internally and partner with various teams to embed client success throughout the organization. Responsibilities include designing and operationalizing a scalable client success framework focused on adoption, engagement, and satisfaction, launching programs like onboarding journeys and QBRs, and establishing repeatable playbooks to accelerate product adoption. The role also involves leading and coaching the Client Success Management team, managing escalations, fostering a culture of accountability, and collaborating cross-functionally with Implementation, Tech Support, Sales, Product, Engineering, and Marketing teams. Key duties include defining, tracking, and reporting on client success KPIs such as adoption, engagement, retention, and satisfaction, and delivering executive-level reporting on client base health and opportunities.