Director, Client Success - Internal Only

Indeed•Remote,

2d•$137,000 - $281,000•Remote

About The Position

In this role, you’ll manage a high-performing, multi-vertical US Enterprise XL Client Success organization including Agency and Public Sector, setting the strategy, standards, and operating rhythms aligned to company goals. You’ll hold managers accountable for documentation, SLAs, quality, and KPI progress — intervening early on risks and recognizing wins. You’ll partner with Sales and cross-functional leaders on segment strategy, account planning, and revenue and retention priorities, while overseeing headcount planning, workload distribution, and account coverage. You’ll deliver market and business updates to leadership, sharing insights that inform product, process, and enablement decisions. Throughout, you’ll model an ownership-driven, solutions-oriented leadership style, drive adoption of business changes, and create access points for ICs through skip-levels, office hours, and quarterly Town Halls with performance updates and Q&A.

Requirements

Requires a minimum of 17 years of related experience; or a minimum of 15 years with a Bachelor’s degree; or 12 years and a Master’s degree; or a PhD with 8 years experience.
Relevant experience in a related field such as HR Tech, HR SaaS, Recruitment, Staffing, high tech, Talent Attraction Tech, Ad/Media Agency, Business to Business (B2B) relationship management, servicing internal and external customers, or equivalent Indeed experience
Must have an excellent sense of strategy and vision as it relates to business outcomes.
Ability to build and foster cross-functional relationships.
Must be able to implement and manage a framework to collect and surface actionable, data-driven feedback to influence our product & engineering teams to inform future product developments.
Must exhibit fiscal responsibility; track and examine overall team cost structure to maximize profitability, and reduce costs.
Motivation to quickly learn Indeed’s product suite and our clients’ needs
Be able to provide coaching, mentoring, career pathing, and constructive feedback to Managers in Client Success, Team Leads, CSMs, and Specialists, utilizing a skills-based performance management system.
Internal Eligibility Requirements: Candidates must be a current member of the Client Success or Operations Org
Candidates must be in either a Manager or Director job profile currently
Candidates must have spent at least 1 year in their current role.
Note: Changes in Job Profile due to reorganization/team restructure or a level up/auto promotion (ex. Account Executive to Senior Account Executive) do not affect time in role.
An employee must not be on an active formal performance improvement plan (PIP) or have an active written warning on their file at the time of application.

Responsibilities

Hire, develop, and guide managers and their teams to deliver client value, retain revenue, and achieve company-wide goals.
Implement scalable processes that decrease time-to-value, improve ROI, and improve retention and growth.
Establish a framework to surface actionable, data-driven feedback to influence Product and Engineering roadmaps.
Partner with Sales, Sales Effectiveness, and Talent partners on headcount, coverage, and productivity improvements.
Coach managers on trusted-partner behaviors; ensure teams act on retention and expansion opportunities aligned to revenue goals.
Own escalation management with responsiveness and professionalism; remove roadblocks to improve client outcomes, and foster an inclusive, high-performance culture; celebrate wins, enable knowledge sharing, and champion belonging.
Track the org's fiscal health and manage the cost structure to maximize profitability.