Director, Client Success
(Remote US - Preference for Candidates Located in Plano, Texas)
Job Overview:
The Director of Client Success is responsible for leading and overseeing the Client Success Management team to ensure exceptional client satisfaction, retention, and growth. This role requires a strategic leader who can drive customer engagement, develop high-performing teams, and collaborate cross-functionally to enhance the overall client experience.
The ideal candidate will have a strong background in client success management, revenue growth strategies, and team leadership. This position plays a crucial role in aligning client needs with company goals to drive long-term success.
Key Responsibilities:
Strategic Client Relationship Management
- Develop and implement strategies to strengthen and enhance client relationships.
- Serve as a trusted advisor to key clients, ensuring their long-term success.
Client Success & Retention Strategy
- Define and execute client success initiatives to maximize satisfaction and retention.
- Use data analytics and client feedback to proactively identify risks and opportunities.
- Lead initiatives that drive product adoption and ensure clients achieve maximum ROI.
Revenue Growth & Business Development
- Oversee client renewal, upsell, and cross-sell strategies to drive revenue growth.
- Partner with the sales team to identify and pursue new business opportunities.
- Establish and monitor key client success metrics, including renewal rates and revenue targets.
Leadership & Team Development
- Provide strategic leadership to the Client Success Management team.
- Mentor and develop team members to enhance their skills and performance.
- Foster a culture of continuous improvement and client-centric thinking.
- Collaborate cross-functionally to ensure a seamless client experience.
Voice of the Customer & Advocacy
- Act as the voice of the customer, advocating for their needs and priorities.
- Gather and analyze client feedback to drive product and service improvements.
- Develop client advocacy programs, including case studies and reference calls.
Operational Excellence & Innovation
- Stay informed on industry trends, competition, and emerging technologies.
- Enhance operational processes and tools to improve client success efficiency.
- Ensure compliance with company policies and industry regulations.
Additional Responsibilities
- Represent the company at industry events, conferences, and client meetings.
- Prepare and present reports to senior leadership on client success initiatives.
- Stay updated on product releases, industry developments, and best practices.
- Travel as needed for client meetings, executive briefings, and conferences.
Qualifications & Experience:
Required:
- Bachelor's degree or equivalent work experience.
- 5+ years in a client-facing role (Client Success Management, Account Management, Consulting, or Client Services).
- Proven track record in client retention, satisfaction, and revenue growth.
- Experience leading and mentoring Client Success Managers (CSMs) or similar teams.
- Strong background in customer success strategy development and execution.
- Excellent interpersonal, communication, and leadership skills.
- Proficiency in CRM software and client success tools.
- Ability to work in a fast-paced, dynamic environment with competing priorities.
- Skilled in executive presentations, negotiations, and conflict resolution.
Preferred:
- Experience working with mortgage lenders.
- Blend of business and technical acumen, contributing to both strategy and execution.
- Passion for enhancing client experience and customer satisfaction.
- Strong analytical skills with the ability to translate data into actionable insights.
Key Attributes for Success:
✔️ Strategic thinker with a "Get It Done" attitude.
✔️ Self-motivated team player with a passion for problem-solving and innovation.
✔️ Highly adaptable and comfortable with change.
✔️ Excellent organizational skills with a high attention to detail.
✔️ Strong ability to influence and collaborate across teams and organizational levels.
OB - PPE Core (PPE CORE)
#LI-MA1
#OB - PPE Core (PPE CORE)