Director of Client Services

LifeLabs Learning•Atlanta, GA

2d•$135,000 - $155,000•Remote

About The Position

LifeLabs Learning is seeking a Director of Client Services to set client service strategy, lead the Engagement Management, Launch Management, and professional services Learning Experience Design teams, and ensure strategic client partnerships achieve their intended outcomes. Reporting to the Head of Operations, the Director will establish standards, people capabilities, and cross-functional practices that create a consistent post-sale experience, protect program economics, and support rebooking and expansion. The role also partners with Sales on complex pre-sale solution design and serves as a senior relationship and escalation partner for selected strategic accounts. This role sits at the intersection of Sales, Product, and Facilitation, applying technical, commercial, and learning-design judgment before deals close and leading the teams responsible for delivery afterward. The Director owns segmented service strategy and the post-sale journey, from onboarding and sponsor follow-up through impact reviews, escalations, contract completion, and transition to Sales for rebooking. The role also carries a portfolio of major engagements as strategic or surge support and contributes to company-wide client, revenue, and service objectives. The position is fully remote and can be based anywhere in the United States, with a preference for East Coast working hours. It is full-time, with a starting salary of $135,000–$155,000. The compensation package includes eligibility for the Success Share short-term incentive program and a Profits Interests Units grant commensurate with the role.

Requirements

At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment.
Significant experience owning complex, strategic client relationships and translating client needs into successful programs.
Demonstrated expertise setting client service strategy, navigating complex post-sale engagements, managing account risk, and driving client outcomes, rebooking, and expansion.
Hands-on solution design or solutions architecture experience, ideally for corporate learning programs or professional services engagements.
Ability to translate ambiguous client needs into concrete, feasible, and deliverable solutions.
At least 5 years of direct people-management experience, including responsibility for performance, coaching, and career development of direct reports.
Ability to partner credibly with commercial (Sales), delivery (Product and Facilitation), and client services stakeholders.
Demonstrated ability to lead through ambiguity and translate client needs and team performance into concrete outcomes.
Strong business acumen and ability to understand organizational transformation, drive behavioral change across departments, and understand organizational dynamics and industry-specific complexities.
Strong command of the behaviors and methods taught across LifeLabs Learning workshops and programs, including the Tipping Point Skills taxonomy.

Nice To Haves

Experience in a B2B professional services or solutions engineering context.
Experience in Learning and Development consulting.
Experience owning client relationships or delivery teams in a services-based business.

Responsibilities

Lead the Engagement Management, Launch Management, and professional services Learning Experience Design teams, aligning service standards, account risk management, and client experience.
Coach team members, helping them solve challenges, clarify thinking, set priorities, and develop skills and confidence.
Maintain portfolio assignments and balance deal allocation across the team.
Evolve Client Services as a discipline by improving systems, client outcomes, and team capacity.
Set and evolve Client Services strategy, standards, playbooks, and guardrails for scoping, managing, and escalating work.
Lead risk reviews and service recovery, establish accountability for corrective actions, and prevent recurring failures.
Serve as the senior escalation point when account risk threatens a client relationship or leadership support is needed.
Ensure client customization requests are appropriately scoped, resourced, and delivered without disrupting standard delivery capacity.
Partner with the Senior Leadership team and collaborate strategically across Sales, Facilitation, Launch Management, and Product.
Directly support a portfolio of major client engagements as surge or strategic support.
Own segmented service strategy and the complete post-sale journey, including onboarding, sponsor follow-up, impact reviews, escalation, contract completion, and transition to Sales for rebooking.
Partner with Sales Consultants on active deals to translate client needs into proposed learning solutions and approve complex solution scope within established guardrails.
Identify when proposed deal scope crosses from standard work into advanced customization.
Lead solution design, feasibility assessment, and delivery commitments for complex RFPs in partnership with Sales, coordinating input from Product, Facilitation, Launch, and Learning Experience Design.
Advise Sales on deal sizing and scope for pricing and help translate client needs into compelling, feasible proposals.
Maintain complete and accurate handoff documentation for each closed deal within scope.
Stay aligned with Product on new and evolving learning experiences and roadmap direction.
Engage Senior and Principal Facilitators as subject-matter experts on feasibility, content, and facilitation credibility; make final scoping decisions.
For customized programs, provide the assigned Learning Experience Designer and Engagement Manager with a documented solution brief at deal close.
Partner with RevOps and sales enablement on improvements to CPQ, proposal systems, HubSpot CRM, and impact reporting.
Surface client insights and trends—including pricing, requests, and common drop-off or loss points—to Product, senior and executive leadership, and client-facing teams.
Maintain expertise in LifeLabs Learning's science-backed learning solutions, including its Tipping Point Skills taxonomy and the behaviors and methods taught across workshops and programs.
Stay current on workshops, on-demand learning, and other product and service offerings to inform client solutions.
Support achievement or exceeding of rebooking and expansion targets across the Client Services account portfolio.
Maintain visibility into account health and risk across the portfolio and raise escalations before issues reach clients.
Develop and own departmental delivery backlog and program pace metrics to support revenue targets.
Support sustainable cost of goods sold, cost of service, and cost-to-rebook unit economics across client segments.
Contribute solutions architecture to proposals requiring solutioning involvement in support of annual bookings and revenue targets.
Support achievement of company-wide NPS targets and own transactional client feedback metrics, including TNPS and CSAT, across the client portfolio.
Meet SLA and response-time targets for solutioning support, professional services, engagement management, and launch management requests.