Director, Client Success
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Job Description
Director of Client Success leading high-performing Client Success Managers at Momentive Software. Focused on client relationships and operational excellence to enhance service delivery.
Responsibilities:
- Building and leading a team of high-performing Client Success Managers
- Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities
- Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager
- Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk
- Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives
- Manage a portfolio of accounts and an associated CSM team
- Collaborating with executive leadership, evaluate factors affecting client relationships and provide findings of key drivers and recommendations
- Establishing and maintaining quality standards for services provided
Requirements:
- 5+ years of Account Management, Client Success Management, or Association Executive experience required
- Bachelor's degree required or equivalent experience
- Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
- Must have excellent analytical and problem-solving skills
- Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
- Experience managing customer success teams of 6-10 members across multiple segments
- Monitoring KPIs to ensure retention and growth practices are executed
- Technical Skills: Proficient in Office 365 suite
- Experience with customer success tool usage
- Data analysis and reporting capabilities for customer health and team performance
- CRM proficiency with ability to optimize workflows and reporting
- People Skills: Team leadership with ability to build and develop high-performing customer success teams
- Change management skills for process improvement and standardization
- Individual contributor coaching and performance management
- Internal stakeholder management and cross-functional collaboration
- Customer relationship management and executive-level client interaction
- Strategic Business Skills: Customer portfolio management and segmentation strategy
- Process optimization and operational efficiency improvement
- Customer retention and expansion program execution
- Team performance metrics and KPI development
- Client relationship planning and account management oversight
- Additional Desired Skills: Salesforce experience is a plus
- SaaS solutions
- Association/non-profit sector experience
- Client Success Platform experience
- Presentation and communication skills for client and internal audiences
Benefits:
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan with Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Inclusive & Welcoming Environment
- Purpose-Driven Culture
- Work-Life Balance
- Commitment to Community Involvement
- Employer-Paid Parental Leave
- Employer-Paid Short-Term Disability
- Remote Work Flexibility
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