Director of Client Success

Scale to Win, Inc•Santa Ana, CA

2d•$160,000 - $160,000•Remote

About The Position

The Director of Client Success is a high-impact, strategic "coach-player" role designed for a seasoned Client Success (CS) leader who excels at scaling operations and navigating dynamic environments. You will serve as a critical thought partner to help scale, mature, and lead our Client Success organization. In this role, you will balance high-level strategic leadership with hands-on execution. You will directly manage and mentor a growing team of 3+ Senior Client Success Managers (CSMs), establishing a culture of continuous feedback, empathy, and high performance. Simultaneously, you will own a small, highly selective book of our most strategic, high-value accounts. The ideal candidate understands the architecture of a world-class CS infrastructure, possesses the operational skills to build and refine it, and has a passion for coaching others to deliver stellar client experiences.

Requirements

5+ years of direct experience in Client Success or Account Management, with a proven track record of success leading accounts in a software-as-a-service (SaaS) or digital technology environment.
Demonstrated experience in formal people management, with a track record of leading teams of 3+ individuals, fostering psychological safety, and elevating team performance through active coaching.
Deep experience creating or heavily iterating on Mutual Success Plans, customer journey maps, and business review frameworks from scratch.
Proficient in leveraging product usage analytics and health metrics to forecast risks, identify expansion opportunities, and drive internal operational alignment.
Comfort shifting between driving long-term organizational strategy with leadership, mentoring a direct report, and collaborating directly with a client to solve a complex issue.
Highly organized, detail-oriented, and capable of driving projects to completion independently in a distributed, remote work environment.
Deeply aligned with our mission to advance progressive causes, support Democratic candidates up and down the ballot, and empower nonprofit organizers.
Applicants must be currently authorized to work in the United States on a full-time basis. At this time, we’re unable to sponsor or take over sponsorship of employment visas.

Nice To Haves

Domain expertise working within, or providing technology to, nonprofit organizations or political campaigns.
Experience with telephony technology: texting and dialing platforms.
Working within tools like: HubSpot, Google Suites, and Slack.

Responsibilities

Manage & Scale Talent: Direct report management for a pod of 3+ Client Success Managers (Levels 1–4). Conduct regular 1:1s, professional development mapping, and equitable performance management.
Culture of Feedback: Act as an intentional coach, delivering actionable, real-time feedback to elevate the team's consultative, troubleshooting, and relationship-management skills.
Onboarding & Excellence: Standardize and oversee the onboarding program for new Client Success (CS) hires (e.g. 30/60/90 day plans), ensuring structured, supportive assimilation into the team's workflows and standards.
Organizational Thought Partnership: Partner closely with the Client Experience leadership to design the future state of the CS org, anticipating scaling bottlenecks and proactively building solutions.
Elevate CS Infrastructure: Co-own, iterate, and optimize foundational CS frameworks. Define standard methodologies for Business Reviews (QBRs/EBRs), design robust Mutual Success Plans, and establish data-driven client health scoring models.
Playbook Blueprinting: Author and execute repeatable playbooks for the entire customer lifecycle (onboarding, growth, retention, and renewal) optimized for the unique rhythms of political, organizing, and nonprofit tech cycles.
Cross-Functional Collaboration: Serve as the strategic voice of the customer internally, synthesizing frontline insights into high-impact product, engineering, and sales feedback initiatives.
Own a Premium Portfolio: Personally manage a small, high-stakes book of business comprising our most complex or strategic accounts, driving their health, platform adoption, and retention.
Executive Presence: Lead high-level engagements, contract renewals, and business reviews for your personal portfolio, translating intricate campaign data into executive-level strategic recommendations.
Friction Resolution: Serve as an escalation point for complex technical or relationship friction points across the department, coaching your team through high-pressure client interventions.

Benefits

$160,000 yearly salary (base). As part of our commitment to equity, salaries are non-negotiable.
This role is eligible for a discretionary bonus based on individual, team, and company performance, as determined by the company in its sole discretion.
401k matching up to 6% after a provisional period.
Ten paid company holidays, two floating holidays, and a week and a half-long holiday break at the end of the year.
Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
Fully-paid premium, $0 deductible, top-notch medical insurance, as well as dental and vision insurance, for you and your dependents.
Remote working with flexible working conditions, a stipend to support your home office setup, and access to a company computer.
Every employee is invited to donate 25,000 free texts to a non-profit of their choice each year.
To support continued professional growth and development, Scale to Win offers each employee an annual $2,000.00 stipend towards achieving your professional development goals.