The Director of Client Experience leads the team accountable for building trusted, long-term client relationships. Our clients stay with us because someone knows their business, answers when it matters, and follows through. This role is what makes that true across every account we serve. You'll deliver it through your team: coaching CSMs into confident advisors for the clients they own, stepping in alongside them where it counts, and holding the standard for what a client relationship looks like. Everything else supports that. You'll own how clients are covered across two motions: enterprise CSMs who own a named book of large, multi-site operator accounts and client success managers who work a shared pool covering our smaller accounts. You'll serve as the senior escalation point for the department and the connection between Client Experience and the rest of the company.
Responsibilities:
Lead client relationships at the senior level Hold the standard for client relationships across the department, and serve as senior escalation point when an issue exceeds a CSM's scope Join executive business reviews alongside the assigned CSM without displacing them as the day-to-day owner Act on early indicators of account risk and drive escalations through to resolution Own account coverage and capacity Assign and reassign accounts across the team as clients grow, consolidate, or change in complexity, and make sure no account goes uncovered Monitor CSM ratios, workload, and touch level across the book, and flag capacity constraints with supporting data before they reach clients Set and enforce service standards within each segment, including meeting cadence, business reviews, response expectations, documentation, and refine segment definitions as the client base evolves Connect Client Success to the business Maintain a clean implementation-to-Client-Success handoff with Project Management Keep a functioning escalation-to-resolution loop with Technical Support, including CSM visibility into open tickets Support Sales on renewals and expansion with client context, and represent client requirements and requests to Product Advocate and report Surface recurring client themes internally rather than one-off requests Ensure client activity and account history are documented accurately in the CRM Report on retention, client health, escalation cycle time, business review completion, and platform adoption Build the team Recruit, train, and mentor team members at all levels Define role expectations, performance standards, and a clear path between levels Coach CSMs through difficult conversations and escalations
Qualifications:
Bachelor's degree in Business, Marketing, Communications, or a related field Proven experience leading a client success or account management team, with direct people management responsibility Experience with large, multi-site, or enterprise-level accounts, and with distinct client segments Demonstrated ability to run a coverage model: account assignment, capacity planning, service standards, and health metrics Excellent communication and relationship-building abilities, including credibility with client executives and owners Ability to analyze performance metrics and translate them into departmental decisions Strong proficiency with Microsoft Office, Google Workspace, CRM platforms, and virtual meeting software Willingness to travel as needed for client meetings and business reviews Preferred, but Not Required Experience in the automotive, retail technology, or related industries Familiarity with hardware and software technology solutions, including POS systems Experience working with recurring revenue, subscription-based, or SaaS business models
Pay:
From $100,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Application Question(s): How many years experience do you have in client success? What are your salary expectations?
