Director, Client Success

Experian

20h•Remote

About The Position

The Senior Director of Client Success is a pivotal leader responsible for guiding Experian and our clients through the transformation from a data and insights provider to a platform and software-driven company. You will ensure post-sale value delivery, accelerate adoption of new platform solutions, and drive retention and growth across all customer segments. The Senior Director will lead a team of Client Success Managers (CSMs), promoting a culture of innovation, efficiency, and customer-centricity. Strategic Transformation Leadership Champion the transition to a platform and software business model, aligning client success strategies with evolving company offerings. Develop change management initiatives to support clients and internal teams through the transformation. Redefine engagement models to address the needs of platform and software customers, including onboarding, training, and ongoing value realization. Team Leadership & Talent Development Hire, mentor, and lead a high-performing team of CSMs, providing them with the skills and tools needed for platform/software client engagement. Commitment to professional development and continuous learning culture to technology-driven change and client expectations. Oversee the evolution of onboarding, renewal, expansion, and advocacy programs to reflect our new value proposition. Cross-Functional Partnerships Collaborate with Product, Engineering, Sales, Marketing, and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements. Be the bridge between clients and internal teams, translating client needs into actionable insights for product development. Customer Outcomes and Growth Drive adoption of new platform features and software modules, ensuring clients achieve measurable business outcomes. Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem. Manage escalations and maintain executive-level relationships with strategic clients, serving as a trusted advisor during the transition. Data, Insights and Process Management Leverage data analytics to track metrics such as onboarding speed, platform adoption, health scores, and Net Revenue Retention (NRR). Refine customer journeys and success programs for effectiveness in a platform/software environment. Executive Collaboration & Strategic Influence Partner with executive leadership to translate our strategic vision into tactical execution across the Customer Success organization. Be the voice of the customer in company planning, ensuring client needs shape the evolution of the platform and software offerings.

Requirements

Bachelor's Degree
10+ years' experience related sales or sales operations experience
7+ years' experience leading and scaling Customer Success teams in SaaS, platform, or recurring revenue environments.
Success in delivering retention and growth outcomes through customer lifecycle management during periods of transformation.
Cross functional leadership, strategic influence, and change management capabilities.
Metrics-focused, with demonstrated ability to deploy Customer Success tools and frameworks in a platform/software context.

Responsibilities

Champion the transition to a platform and software business model, aligning client success strategies with evolving company offerings.
Develop change management initiatives to support clients and internal teams through the transformation.
Redefine engagement models to address the needs of platform and software customers, including onboarding, training, and ongoing value realization.
Hire, mentor, and lead a high-performing team of CSMs, providing them with the skills and tools needed for platform/software client engagement.
Commitment to professional development and continuous learning culture to technology-driven change and client expectations.
Oversee the evolution of onboarding, renewal, expansion, and advocacy programs to reflect our new value proposition.
Collaborate with Product, Engineering, Sales, Marketing, and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements.
Be the bridge between clients and internal teams, translating client needs into actionable insights for product development.
Drive adoption of new platform features and software modules, ensuring clients achieve measurable business outcomes.
Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem.
Manage escalations and maintain executive-level relationships with strategic clients, serving as a trusted advisor during the transition.
Leverage data analytics to track metrics such as onboarding speed, platform adoption, health scores, and Net Revenue Retention (NRR).
Refine customer journeys and success programs for effectiveness in a platform/software environment.
Partner with executive leadership to translate our strategic vision into tactical execution across the Customer Success organization.
Be the voice of the customer in company planning, ensuring client needs shape the evolution of the platform and software offerings.

Benefits

Great compensation package and bonus plan
Core benefits including full medical, dental, vision, and matching 401K
Fully remote environment
Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

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