Director of Client Success

Ontic

10d

About The Position

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.co or follow us on LinkedIn. Ontic is seeking a growth-minded Director of Client Success to lead and scale our client success team across a global portfolio of Fortune 1000 clients. You're passionate about ensuring every client derives measurable ROI while building the commercial engine of retention and expansion, through strong relationships, operational excellence, and cross-functional collaboration. In this role, you will be directly responsible for maximizing renewal outcomes and proactively uncovering expansion opportunities that align with client needs and Ontic's platform capabilities. You'll manage a team of high-performing Client Success Managers (CSMs), create scalable processes, and engage with senior executives both internally and externally. You are a hands-on leader who thrives in a high-growth environment, excels at developing teams, and is excited to be an internal advocate for our clients. This is a critical leadership role in shaping long-term customer health, influencing the product roadmap, and accelerating revenue growth through client success. This role will cover our Central Territory and candidates based in Central US will be strongly preferred.

Requirements

10+ years in Client Success, Account Management, or Customer Experience in a B2B SaaS environment, with 5+ years in a leadership capacity
A strong track record of owning renewal targets and driving account expansion across enterprise or strategic clients
Experience managing global client portfolios, ideally in corporate security, threat intelligence, or related fields
Strong commercial acumen with the ability to align client challenges to revenue opportunities
A history of building, scaling, and inspiring high-performing client-facing teams
Expertise in success tools and platforms like Salesforce, ChurnZero, Domo, Pendo, and JIRA
Excellent communication, presentation, and negotiation skills — with comfort engaging C-suite stakeholders
A bias for action, deep collaboration, and a relentless focus on delivering client outcomes

Responsibilities

Own the renewal process end-to-end, ensuring renewal targets are met and exceeded across a portfolio of Enterprise accounts
Drive expansion strategy by identifying upsell and cross-sell opportunities through regular client engagement, usage insights, and business alignment
Lead, coach, and scale a team of Client Success Managers focused on adoption, outcomes, and commercial impact
Develop account health frameworks and success plans that tie Ontic’s value to measurable business results for each client
Develop CSM capabilities through regular coaching, pipeline reviews, renewal strategy sessions, and performance feedback
Forecast and report on key metrics, including NRR, GRR, renewal pipeline, and expansion revenue, ensuring visibility across leadership
Create a team culture of accountability, empathy, and client advocacy
Act as a strategic advisor to clients, engaging at the executive level to build trust and align on long-term goals
Champion the voice of the customer, surfacing insights to influence product, services, and GTM strategy
Partner with Sales and RevOps to ensure alignment in account planning, renewal forecasting, and opportunity management
Continuously optimize Client Success programs, tooling, and processes to scale effectively as Ontic grows
Guide the development of success plans that align client goals with product value realization