Director of Client Engagement

LinTech Global•McLean, VA

1d•Hybrid

About The Position

The Director of Client Engagement will serve as a strategic leader responsible for developing and executing the organization's customer success vision across the entire customer lifecycle. This executive role is critical in driving customer satisfaction, loyalty, and long-term value through deep relationship-building, customer advocacy, and ongoing support. The ideal candidate brings significant leadership experience in customer success, especially within government or government contracting sectors, and has a proven track record of improving retention, reducing churn, and enhancing customer experience metrics at scale.

Requirements

Minimum 15 years in customer-facing roles, with at least 10 in leadership; must include experience in government or government contracting environments.
Bachelor's degree in Business, Marketing, Communications, or a related field (Master's degree preferred).
PMP, Scrum, Agile, or CSM certification(s) highly preferred; CRM and data analytics tools proficiency required.
Demonstrated success in managing cross-functional teams (support, product, sales) and scaling customer success operations.
Exceptional written and verbal communication, with the ability to present at executive levels.
Strong client-facing presence; excels in relationship-building, conflict resolution, and collaboration.
Deep understanding of customer lifecycle management, success planning, and customer health monitoring frameworks.
Experience with enterprise CRM systems (GovWin)
Familiarity with customer success platforms
Data-driven mindset with experience using analytics for decision-making
Expertise with federal procurement processes and client engagement strategies in the public sector

Nice To Haves

Master's degree preferred
PMP, Scrum, Agile, or CSM certification(s) highly preferred

Responsibilities

Determine and proactively address customer needs through focus groups, surveys, buyer journey analysis, and interviews.
Build and maintain long-term relationships with key clients and stakeholders, ensuring high levels of customer satisfaction and retention.
Serve as the voice of the customer within the organization and communicate feedback to cross-functional teams.
Increase customer conversion rates through value-driven education and onboarding initiatives.
Lead efforts to reduce churn by monitoring key metrics such as NPS, CSAT, and retention rates, and taking action on customer risk indicators.
Design and implement customer engagement and loyalty strategies that drive upsells, cross-sells, and renewals.
Implement robust feedback collection programs (e.g., interviews, surveys, social listening) to track satisfaction and identify improvement areas.
Advocate for customer interests within product development, marketing, and executive strategy meetings.
Act as the executive sponsor for high-value accounts and customer escalations.
Oversee the development and delivery of customized training and enablement sessions for customers, focusing on immediate ROI and product mastery.
Champion onboarding and implementation best practices to ensure successful product adoption and usage.
Drive excitement for product launches and service enhancements through proactive communication and client engagement.
Partner with marketing to highlight success stories and amplify positive customer experiences.
Collaborate closely with product teams to ensure roadmap alignment with customer feedback and market demand.
Leverage demographic and behavioral data to define ideal customer profiles and shape product strategies.
Lead, mentor, and scale a high-performing customer success organization across support, account management, and enablement.
Foster a customer-first culture throughout the organization.
Ensure alignment with company OKRs, financial goals, and customer success KPIs.