Director of Client Success (1733)

Aldridge•Houston, TX

About The Position

Who We Are: Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals. Position Summary: The Director of Client Success will be responsible for leading, assembling, managing, inspiring, and coaching a successful team of client relationship managers with technical skills. Core areas of opportunity include applying a commercial focus to aligning technology initiatives to business goals to drive client retention and revenue growth while bringing innovation, operational efficiency, an external market perspective, and a competitive edge. This leader will be responsible for providing strong leadership and management oversight while collaborating on, developing, and executing integrated consulting initiatives and guiding transformation efforts to identify new opportunities to generate revenues within the existing client base.

Requirements

Minimum 5 years of driving client retention and implementing recurring revenue growth in IT services client relationship team roles
Bachelor’s or Master’s degree in business, marketing, engineering, or a related field is strongly preferred.
Willingness to travel domestically up to 30% of the time.
Meeting and exceeding retention and additional service booking targets.
Maximizing gross margin profitability and sustaining account penetration through effectively selling IT services.
Providing accurate bookings forecasts.
A data-driven leader who leverages metrics to enable accountability.
Skilled in organizational development, budget and resource development, and strategic planning.
Experience implementing best practices within a client relationship management organization.
Excellent relationship skills, forming trust-based relationships with a diverse set of stakeholders.

Responsibilities

Lead Aldridge’s consulting and relationship management (strategy) team, driving client ownership, high retention, and recurring revenue growth (80% of $26M revenue recurring).
Develop and execute long-term, mission-critical IT strategies aligned to client business objectives in complex operating environments.
Expand profitable recurring revenue within the existing client base through strategic account planning and opportunity execution.
Drive organizational alignment across strategy, service delivery, sales, and operations to enhance client outcomes and operational efficiency.
Standardize the technology stack to improve service quality, scalability, and reduce operational strain.
Partner cross-functionally to strengthen client growth strategies, enhance offerings, and improve service delivery capabilities.
Foster strong client intimacy in regional markets to enable focused go-to-market and sales strategies.
Lead M&A integration efforts, expanding geographic presence, increasing market density, and supporting acquisition positioning.
Utilize data, KPIs, and forecasting discipline to measure performance, adjust strategy, and deliver accurate bookings forecasts to executive leadership and the Board.
Ensure operational excellence through disciplined roadmap management, opportunity hygiene, communication standards, and administrative accountability.
Serve as an active member of the Operations leadership team, promoting culture, accountability, and high performance across the region.
Support contract negotiations and drive opportunities from roadmap development through closure.