Director Client Success Position Available In Fulton, Georgia

Oversight is looking for a dynamic and results-driven Director of Client Success to lead our Client Success team and drive long-term customer expansion, retention, and satisfaction. This role is ideal for a strategic, experienced leader who thrives in a fast-paced, high-growth environment and is passionate about delivering exceptional value and service to clients. As the Director of Client Success, you will be responsible for helping create the vision and strategic direction for the Client Success organization, ensuring alignment with overall Company goals and objectives. You will work closely with cross-functional teams including Sales, Product, Marketing, and Engineering to enhance the overall experience and ensure clients are receiving maximum value from Oversight’s solutions. This leadership role requires a blend of strategic thinking, operational expertise, and strong relationship-building skills to deliver world-class service to our customers.

Responsibilities and Expectations Team Leadership and Development:

Lead, mentor and grow a high-performing, goal oriented and results driven Client Success team. Establish, refine and measure key performance metrics; provide timely, constructive feedback sessions with team and individuals. Develop a 30/60/90 measurable employee onboarding and training program which outlines necessary skill sets required for CSM role. Align compensation plans for the team with the goal of encouraging productivity and performance and rewarding business-goal achievement. Foster and guide team in progression along their career paths. Drive a culture of customer-centricity, collaboration, and continuous improvement.

Client Lifecycle Management:

Lead a comprehensive, data and process driven client success strategy that aligns with driving value and growing our client base. Define, implement, and continually optimize the client journey for scalability and sustained growth. Identify and implement strategies to enhance the overall client experience at each stage of the client journey uncovering areas for improvement and optimization. Define metrics, health scores, and key performance indicators (KPIs) to measure and track success outcomes for each account, the team, and entire business aligning to gross and net retention goals.

Customer Engagement and Advocacy:

Oversee initiatives to drive customer engagement, satisfaction, and retention including Client Advisory Board, Executive Sponsor Program, Client Roadshows. Identify and drive upsell and cross-sell warm lead opportunities and collaborate with Sales to drive leads to closed-won status. Cultivate customer advocates by identifying success stories, testimonials, and references. Serve as the voice of the customer within the organization, gathering feedback and advocating for customer needs with Product, Engineering, and other teams.

Customer Success Strategy & Innovation:

Continuously refine and evolve the Client Success strategy to ensure alignment with the company’s goals and drive continuous improvement. Drive innovation in tools, team and process that enhance the client experience and drive efficiency and reduction of COGS within the department.

Strategic Account Management:

Manage relationships with key accounts, ensuring their unique needs are addressed. Collaborate with Sales, Product, and Client Services teams to develop account expansion strategies.

Data Analysis and Reporting:

Analyze customer data to identify trends, areas for improvement, and growth opportunities. Prepare and present regular reports on customer success metrics to senior leadership.

Risk and Escalation Resolution:

Proactively gather customer feedback and address issues to enhance customer satisfaction. Implement effective processes for identifying, managing, and mitigating Client Services and Product escalations. Additional Qualifications Bachelor’s degree or higher required 8+ years of experience in client success, account management, or a related customer-facing role, with at least 3+ years in a leadership position within a SaaS and B2B environment. Proven ability to lead, motivate and scale a high-performing team, setting direction, and developing talent while delegating effectively. Passionate about delivering significant value for clients while maintaining an eye towards Company objectives.