Director of Client Success
INPUT 1 LLC•Thousand Oaks, CA
•$150,000 - $180,000•Remote
About The Position
We’re looking for a strategic and hands-on Director of Client Success to lead and evolve our Client Success function. This is a high-impact leadership role responsible for shaping our client partnerships from onboarding through long-term growth. You’ll lead a team, strengthen executive-level client relationships, and help transform our approach from reactive support to proactive, growth-focused client success. If you thrive at the intersection of strategy, operations, and relationship management and enjoy building teams while staying close to the work, this role is for you.
Requirements
- Bachelor’s degree or equivalent experience
- 7–10 years in Client Success, Account Management, Operations, or related roles
- 3–5+ years leading client-facing teams
- Experience managing executive-level client relationships and escalations
- Strong operational mindset with experience in implementations and service delivery
- Proven ability to lead cross-functional initiatives
- Analytical, data-driven and comfortable with KPIs and reporting
- Strategic thinker who isn’t afraid to roll up their sleeves
- Strong communicator who can influence at all levels
- Problem-solver who thrives in fast-paced, evolving environments
- Leader who develops people and builds high-performing teams
Nice To Haves
- Experience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial Services
- Background in process improvement or scaling operations
- Familiarity with CRM and workflow systems
Responsibilities
- Lead, coach, and develop a team of Client Experience Managers into proactive Client Success Managers
- Establish clear KPIs, workflows, and performance expectations
- Build a culture rooted in accountability, client advocacy, and continuous improvement
- Identify skill gaps and implement training to strengthen business, product, and operational expertise
- Build and maintain strong executive-level relationships across key clients
- Act as an escalation point for complex client and operational challenges
- Shift the team toward proactive strategies focused on retention, optimization, and growth
- Partner with clients to improve workflows, increase product adoption, and expand services
- Lead strategic business reviews and drive long-term partnership success
- Oversee the transition of new clients from Sales to Operations
- Lead implementations for new clients, products, and programs
- Ensure timelines, expectations, and deliverables are clearly defined and met
- Identify and resolve gaps in processes, communication, and execution
- Deliver a best-in-class onboarding experience that builds trust from day one
- Serve as the bridge between Clients, Sales, Product, Operations, and Technology
- Improve communication, alignment, and service delivery across teams
- Help prioritize scalable improvements that enhance both client experience and internal efficiency
- Define and track KPIs across client satisfaction, retention, onboarding, and performance
- Analyze trends and data to uncover opportunities for improvement
- Present insights and recommendations to executive leadership
- Contribute to the long-term strategy and evolution of Client Success
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What This Job Offers
Job Type
Full-time
Career Level
Director
