Director of Client Success
Employment Information
Job Description
Director of Client Success managing implementation and support for cloud-based evidence management software. Leading a team to ensure long-term client success and satisfaction in a mission-driven environment.
Responsibilities:
- Lead, manage, and hold the team accountable with clarity.
- Coach and develop the team.
- Work with the executive leadership team to align the department’s vision, mission, and strategy with the company as a whole
- Achieve full understanding of SAFE software platform and stay up to date with improvements/updates
- Manage the team completing multi-stage client implementations and assist when necessary
- Able to assist in support, project management, training, or data imports as needed.
- Drive metrics and outcomes, not just activity
- Design and document clear Client Success processes (onboarding, go-live, retention)
- Establish and maintain excellent client relationships and advocate for the customer experience, some travel may be required
- Ensure clients are successful and see value quickly and consistently
- Recognize, influence, and/or resolve critical issues that may affect the company’s direction
- Work with Product team to ensure technical designs are properly evaluated for important projects
- Measure team efficiency by monitoring the productivity and workload of the client success team.
Requirements:
- Bachelor’s degree, preferred
- 10+ years of experience (5+ years Project Management/5+ years team management)
- SaaS industry experience or software implementation experience a plus
- Strong leadership skills
- Understands full client lifecycle: onboarding, adoption, retention
- Client Success strategy and process building
- Analytical thinking and KPI ownership
- Exceptional communication and emotional intelligence
- Deep customer-centric mindset
- Strong problem solving skills.
Benefits:
- Competitive salary and performance-based incentives
- Opportunities for career advancement and professional growth
- A collaborative and supportive team culture
- Access to ongoing training and development
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