Director of Client Success

Your Money Line•Indianapolis, IN

6d•Hybrid

About The Position

Your Money Line is actively seeking a motivating and strategic Director of Client Success to join our team. The Director of Client Success owns customer value and outcomes and is measured by gross and net revenue retention. The person in this role reports directly to the COO and works cross-functionally to deliver an exceptional experience throughout the entire client lifecycle. To succeed as Director of Client Success, you should be a motivating, data-driven leader who can rally a team around clear goals, balance empathy with accountability, and develop CSMS into their best professional selves. About Your Money Line Money is the #1 stressor for American workers—and we’re on a mission to create financial stability and confidence for all. YML is a leading financial wellness benefit pairing AI-powered software with empathetic human coaching to change the financial lives of thousands of households—from teachers to nurses and everyone in between. With YML, employees get help with everyday money challenges, and employers see gains in team wellness, retention, and engagement. Your Money Line was founded by Peter Dunn (aka Pete the Planner™) and is funded by leading Midwest investors, such as Allos Ventures, First Trust Capital Partners, Elevate Ventures, and CareSource.

Requirements

6-8 years in customer-facing roles (Customer Success, Account Management, Consulting, or similar)
3-5 years of experience in account management or client success within a B2B or B2B2C SaaS environment
1-2 years of experience leading CSMs, AMs, or equivalent.
Experience building or improving Customer Success processes and playbooks in a growth stage company.
Proven history of using data and reporting to drive decisions and improve outcomes.
Experience fielding escalations and leading strategic client meetings.

Nice To Haves

Experience in benefits, HR tech, financial wellness, or other participant-facing benefits environments is preferred.

Responsibilities

Own reporting and data analysis for the Client Success team, defining and building reports that act as leading indicators for customer and internal outcomes.
Lead a team of CSMs via one on ones, call coaching, and team meetings
Evaluate and propose new technology that makes CSMs’ work easier, improves the customer experience, or delivers customer value.
Work cross-functionally to ensure customers realize value at every stage of their journey with Your Money Line.
Collaborate closely with Marketing to develop and execute client communications and engagement strategies that drive awareness and adoption of services, ensuring a consistent and impactful client experience.
Manage escalations for key accounts, partnering with CSMs and fellow leaders to resolve issues
Support revenue growth by coaching CSMs on negotiation, renewals, and identifying upsell and expansion opportunities.
Own and continuously improve client success playbooks.
Travel as needed for client on-sites and events.