Director, Client Solutions

Later•Boston, MA

1d•$240 - $250•Hybrid

About The Position

The Director, Client Solutions is a senior people leader responsible for scaling excellence across our enterprise Account Directors team. This role exists to bring consistency, rigor, and high performance to how we serve and grow our most complex and valuable clients. You’ll lead approximately half of the Account Directors organization, coaching senior client leaders to deliver exceptional outcomes across retention, expansion, and long-term partnership value. This is a highly visible role that blends operational leadership with strategic influence, ensuring our enterprise clients experience a best-in-class, proactive, and commercially sound partnership at every stage. This role is ideal for a proven leader of senior client-facing teams who thrives in fast-paced environments, holds a high bar for execution, and knows how to translate strategy into repeatable, scalable client impact.

Requirements

10+ years of experience in customer success, account management, or client solutions roles, with progressive leadership responsibility.
Proven experience managing senior, enterprise-facing client leaders in complex, high-value environments.
Direct ownership of retention, expansion, or revenue outcomes within a Customer Success or Account Management organization.
Demonstrated ability to coach, develop, and performance-manage experienced client professionals.
Strong commercial acumen, with comfort navigating renewals, expansions, and executive-level client conversations.
Experience operating in high-growth, fast-changing environments where structure and clarity are critical.
Data-informed decision-maker who uses insight, not instinct alone, to drive outcomes.
Excellent communication skills, with the ability to influence both clients and internal senior stakeholders.

Nice To Haves

experience in enterprise marketing services, creator economy, or agency-style client models.

Responsibilities

Operationalize the enterprise client strategy by translating company and Customer Success priorities into clear expectations, operating rhythms, and success metrics for Account Directors.
Partner with the VP, Partnerships & Client Solutions to identify gaps, risks, and opportunities across the enterprise book of business and proactively address them.
Bring structure and consistency to how enterprise client success is delivered, ensuring a unified approach across accounts while allowing for strategic nuance.
Contribute to longer-term evolution of the Account Directors operating model, balancing immediate performance with scalable foundations.
Lead forecasting, pipeline visibility, and revenue accountability for your pod of Account Directors.
Act as a senior escalation point for complex client situations, guiding resolution while coaching Account Directors to strengthen future execution.
Ensure disciplined account planning, SBR execution, and value storytelling across enterprise clients.
Use data and insights to identify trends, address underperformance, and continuously raise the bar on client outcomes.
Directly manage, coach, and develop senior Account Directors, setting clear expectations and holding a consistently high performance bar.
Create clarity around roles, responsibilities, and success metrics so Account Directors can operate with confidence and autonomy.
Partner closely with Sales, Product, Services, and Marketing to ensure enterprise clients experience seamless cross-functional collaboration.
Serve as a trusted voice and advocate for enterprise client needs internally, while balancing client demands with business priorities.
Build a culture of accountability, ownership, and continuous improvement across your team.
Provide clear, candid feedback and coaching to elevate performance and support career growth.
Model strong judgment, calm decision-making, and resilience in high-pressure client situations.
Act as a standard-setter for how senior client leadership shows up at Later, internally and externally.
Stay current on enterprise customer success, account management, and expansion best practices.
Continuously evaluate and improve processes, playbooks, and tools that support scalable enterprise client delivery.
Share learnings and insights across the broader Customer Success organization to elevate collective performance.