Director, Client Experience

Director, Client Experience TraXtion - 1.0 Irving, TX Job Details Full-time $115,000 - $125,000 a year 1 day ago Qualifications Managing customer accounts Customer communication Customer retention strategy Managing teams in a customer support role Team leadership Operational management Coaching Performance management strategy Metrics Reporting Frontline customer support management Communication platforms Managing clients in a customer support role Team development Collaborative technology platforms Leading team collaboration initiatives Management reporting CRM system proficiency Operational excellence initiatives Productivity software Customer growth strategy Cross-functional communication Full Job Description Job Summary The Director, Client Experience is responsible for leading and evolving TraXtion's Client Success and Customer Support functions to drive customer retention, product adoption, operational excellence, and long-term client satisfaction. Reporting to the VP of Revenue, this leader will oversee a blended client-facing team while building scalable processes, performance standards, and engagement strategies that support TraXtion's continued growth. This role requires a strategic and hands-on leader who can develop structure within a growing department, coach high-performing teams, improve the customer journey, and partner cross-functionally to elevate the overall client experience. Responsibilities and Duties Lead and develop TraXtion's Client Success and Customer Support teams, including coaching, accountability, performance management, and career development Build and optimize scalable processes, SOPs, workflows, and operational standards across the client lifecycle Develop and monitor KPIs related to retention, customer health, product adoption, support responsiveness, and customer satisfaction Drive customer retention strategies and proactively identify opportunities to improve client engagement and longterm success Partner closely with Sales, Product, Operations, and Leadership to improve the overall customer experience and influence product enhancements Establish consistent communication cadences, escalation processes, and reporting structures for both internal stakeholders and customers Analyze trends, client feedback, and operational data to identify risks, improve efficiencies, and support business growth Lead a blended team environment consisting of both remote and onsite employees across varying levels of experience Foster a customercentric culture focused on responsiveness, accountability, continuous improvement, and measurable results Support strategic initiatives and organizational scaling efforts within the Revenue department)

What You Bring Required:

5+ years of experience in Client Success, Customer Experience, Account Management, or related SaaS/customerfacing leadership roles 3+ years of people leadership experience managing highperforming teams Strong experience building or improving processes, workflows, and operational structure within growing organizations Demonstrated success driving customer retention, engagement, and client satisfaction initiatives Experience developing KPIs, reporting, and performance accountability measures Excellent communication, coaching, and crossfunctional collaboration skills Ability to thrive in a fastpaced, evolving, growthoriented environment Proficiency with CRM systems, customer success platforms, Microsoft Office Suite, and virtual collaboration tools

Preferred:

Experience leading both Client Success and Customer Support functions SaaS industry experience strongly preferred Experience supporting automotive dealership clients or automotive technology platforms preferred Bachelor's degree preferred About TraXtion At TraXtion, we foster a culture of teamwork, respect, and discipline. Our diverse and inclusive team values hard work, collaboration, personal growth, and creative problem solving, all while ensuring a fun and dynamic environment. We embrace a "work hard, play hard" mentality and prioritize trust, critical thinking, and team-oriented spirit. From social events and recognition programs to our military-friendly policies and casual dress code, TraXtion is more than just a software organization—we're a family. Come grow with us as we continue to innovate and drive success together.