Director, Client Success
Leads the Client Success organization, owning retention and expansion outcomes while building scalable coverage, health-scoring, renewal, and forecasting systems. Requires 8+ years in Client Success or account management, including 3+ years managing managers.
About the job
Responsibilities
Retention and Expansion
- Own gross revenue retention and net revenue retention for the CSM book.
- Build and run renewal and at-risk motions to protect recurring revenue.
- Drive upsell and expansion revenue across the client base.
- Own a reliable retention and expansion forecast.
Team Leadership
- Lead, hire, and develop CSM managers and their CSMs.
- Set targets and establish a coaching cadence.
- Manage performance, develop top performers, and address underperformance.
- Build a high-ownership, low-ego culture.
Operating Model and Systems
- Establish segmented client coverage models.
- Build client health scoring models and actionable playbooks.
- Shape QBR and business-review motions for high-value accounts.
- Use AI and automation to scale coverage and prioritize high-impact work.
Cross-Functional Leadership
- Partner with Sales, Onboarding, Support, and Product to drive client outcomes.
- Represent the client voice internally and turn client signals into action.
Requirements
- 8+ years of experience in Client Success or account management.
- At least 3 years leading leaders, including managing managers.
- Proven record owning and achieving gross and net retention, renewal, or expansion targets.
- Experience scaling a client success team in a high-growth SaaS or subscription business.
- Experience building health scoring, segmentation, playbooks, and forecasting infrastructure.
- Strong execution, ownership, hiring, coaching, and performance-management skills.
- Comfortable operating amid complexity and ambiguity.
- Data-driven and AI-forward in scaling teams.
Nice to Have
- Experience in proptech or real estate technology.
- Experience serving SMB and entrepreneur clients.
Compensation and Benefits
- Base salary: $160,000–$190,000 USD annually.
- Annual performance bonus.
- Equity.
- Comprehensive benefits.
Skills
Client Success, Account Management, SaaS, Revenue Retention, Renewals, Expansion Revenue, Forecasting, Health Scoring, Segmentation, Playbooks, Artificial Intelligence, Automation, QBRs, Performance Management, Subscription Business
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