Director of Client Services

LifeLabs Learning•Atlanta, GA

19h•Remote

About The Position

LifeLabs Learning is seeking a Director of Client Services to set client service strategy, lead the Client Services functions, and ensure strategic client partnerships achieve their intended outcomes. Reporting to the Head of Operations, the Director will build service standards, people capabilities, and cross-functional operating practices that create a consistent post-sale experience, protect program economics, and support rebooking and expansion. The Director will also partner with Sales on complex pre-sale solution design to ensure proposed programs are credible, feasible, and positioned for successful delivery, and serve 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 during the sales process and providing people leadership to the teams responsible for delivery. It is fully remote and may be based anywhere in the United States, with a preference for East Coast working hours. The position 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. The Director leads Engagement Management, Launch Management, and professional services Learning Experience Design teams; owns segmented service strategy and the post-sale journey; supports complex deal solutioning and scope decisions; coordinates with Product, Facilitation, Launch, Sales, RevOps, and other stakeholders; and contributes to client, revenue, and service-economics outcomes. The role also requires strong expertise in LifeLabs Learning’s science-backed learning solutions and Tipping Point Skills™.

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, with the ability to translate ambiguous client needs into concrete, feasible, and deliverable solutions.
At least 5 years directly managing a team, with 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.
Deep business acumen, including understanding organizational transformation, behavioral change across departments, internal organizational dynamics, and industry-specific complexities.
Strong command of LifeLabs Learning’s learning solutions and the behaviors and methods taught across its 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 practices, and client experience across service functions.
Coach team members to solve challenges, clarify thinking, identify priorities, and develop their skills and confidence.
Maintain portfolio assignments and balance deal allocation across the team.
Evolve Client Services 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 client-engagement risk reviews and service recovery, establishing accountability for corrective actions and prevention of 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 on strategic delivery with Sales, Facilitation, Launch Management, and Product.
Carry a portfolio of major client engagements as surge or strategic support.
Own segmented service strategy and the post-sale journey, including onboarding, sponsor follow-up, impact reviews, escalations, contract completion, and transition to Sales for rebooking.
Partner with Sales Consultants on active deals to translate client needs into proposed learning solutions.
Approve complex client solution scopes within established product, customization, financial, and delivery guardrails, and secure cross-functional approval for exceptions before commitments are made.
Determine when proposed deal scope crosses from standard delivery 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 every closed deal within scope.
Stay aligned with Product on new and evolving learning experiences and roadmap direction so solutioning reflects both current and upcoming offerings.
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.
Share client insights and trends—including pricing, requests, and common drop-off or loss points—with Product, Senior and Executive Leadership, and client-facing teams.
Maintain expertise in LifeLabs Learning’s workshops and programs, including its Tipping Point Skills™ taxonomy, and stay current on workshops, on-demand learning, and other offerings.
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 the client.
Develop and own departmental delivery backlog and program pace metrics in support of revenue targets.
Support sustainable cost of goods sold, cost of service, and cost-to-rebook unit economics across client segments.
Contribute solution architecture to annual bookings and revenue targets for proposals requiring solutioning involvement.
Support 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.