Director, Client Success

Momentive

1d•Remote

About The Position

The Director, Client Success is responsible for managing a portfolio of accounts and an associated Client Success Manager (CSM) team. This role involves building and leading a high-performing team, nurturing talent, and efficiently allocating resources to ensure client satisfaction and engagement. The Director will oversee client health, cultivate strong client relationships, and identify opportunities for service expansion. They will also manage a small number of direct client relationships, particularly those that are at risk, and collaborate with executive leadership on portfolio planning and relationship management strategies. Operational excellence, process standardization, and optimization are key aspects of this role, as is ensuring service quality and compliance. The Director will also facilitate effective internal and external communication and collaboration across departments to ensure a unified approach to client engagement and service delivery.

Requirements

5+ years of Account Management, Client Success Management, or Association Executive experience required
Bachelor's degree required or equivalent experience
Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
Excellent analytical and problem-solving skills
Ability to work independently and handle multiple priorities and deadlines simultaneously
Experience managing customer success teams of 6-10 members across multiple segments
Proficient in Office 365 suite
Experience with customer success tool usage
Data analysis and reporting capabilities for customer health and team performance
CRM proficiency with ability to optimize workflows and reporting
Team leadership with ability to build and develop high-performing customer success teams
Change management skills for process improvement and standardization
Individual contributor coaching and performance management
Internal stakeholder management and cross-functional collaboration
Customer relationship management and executive-level client interaction
Customer portfolio management and segmentation strategy
Process optimization and operational efficiency improvement
Customer retention and expansion program execution
Team performance metrics and KPI development
Client relationship planning and account management oversight
Knowledge and experience working with Software, Professional Services and general consulting MSAs, Order forms, Service Level Agreements, SOWs and other related contract documents.
Ability to manage proposals including pricing and client value expressions.

Nice To Haves

Salesforce experience is a plus
SaaS solutions
Association/non-profit sector experience
Client Success Platform experience
Presentation and communication skills for client and internal audiences

Responsibilities

Building and leading a team of high-performing Client Success Managers.
Identifying and nurturing talent within the team, providing mentorship and training.
Efficiently allocating resources across the assigned portfolio of clients.
Managing CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk.
Managing and supporting the team to cultivate strong, long-lasting relationships with clients.
Managing and supporting the team to collect information about clients to better meet their needs and maximize relationship expansion opportunities.
Coaching and managing team members to identify opportunities to expand or enhance service offerings.
Seeking to improve the effectiveness of CSM conversations with clients to uncover unmet needs.
Managing targeted client expansion campaigns.
Managing a portfolio of accounts and an associated CSM team.
Periodically managing a small number of accounts based on their importance or status.
Collaborating with executive leadership to evaluate factors within the assigned portfolio affecting client relationships and provide findings and recommendations.
Coaching and managing CSMs to efficiently and effectively execute standard work routines.
Coaching and managing CSMs to follow standard policies, processes, and procedures.
Identifying opportunities to improve operational processes to improve CSM efficiency and effectiveness.
Establishing and maintaining quality standards.
Ensuring that services comply with industry regulations and standards.
Maintaining consistent practice of team huddles, meetings and individual conversations.
Facilitating effective communication between different departments.
Collaborating with sales, marketing, product development and service delivery teams.