Senior Director, Client Success

Trimont • Atlanta, GA

1d

About The Position

Trimont, founded in 1988, is a global commercial real estate loan services provider. trivinna, a Trimont company, is redefining commercial loan management with an advanced, data-driven software platform. This platform streamlines operations, enhances transparency, and provides actionable insights for clients and partners. Leveraging Trimont's extensive data, trivinna integrates market-leading analytics, robust portfolio management tools, and high-touch customer support. trivinna is an innovative firm focused on learning, growth, and collaboration, offering opportunities to work on significant industry projects and develop skills in a challenging and exciting environment.

Requirements

• Bachelor’s degree in Business, Finance, Real Estate, or a related field (or equivalent experience).
• 10+ years of experience in client success, account management, or professional services.
• At least 4 years in a senior leadership role within a SaaS or B2B technology company.
• Demonstrated experience building scalable client onboarding frameworks and post-sale processes in a high-growth technology environment.
• Strong domain knowledge in commercial real estate finance (e.g., CRE lending, loan servicing, CMBS, GSE, or debt fund operations).
• Proven ability to manage complex, multi-stakeholder relationships with institutional clients.
• Experience overseeing user acceptance testing (UAT) and collaborating with Product and Engineering teams to drive platform quality.
• Strong data orientation with the ability to define, track, and report on client health, satisfaction, and quality metrics at the executive level.
• Excellent communication, presentation, and relationship-building skills with senior client stakeholders.
• Experience working cross-functionally with Product, Engineering, Sales, and Marketing teams.

Nice To Haves

• MBA or other advanced degree.
• Experience in a dynamic startup or growth-stage environment.
• Experience with regulatory compliance or audit processes relevant to commercial real estate or financial services.
• Experience managing international client relationships or supporting global client bases.
• Experience building and scaling client success teams from the ground up.

Responsibilities

• Design and implement a scalable, repeatable client onboarding framework from contract execution through full platform adoption.
• Serve as the primary point of contact for client integrations, coordinating with Engineering and Data teams for seamless data migration, API connectivity, and system configuration.
• Develop onboarding playbooks, training materials, and tailored project plans for diverse client needs.
• Proactively manage onboarding timelines, resolve blockers, and ensure clear communication to accelerate time-to-value for new clients.
• Build and maintain trusted relationships with senior stakeholders at institutional lenders, servicers, and debt fund clients.
• Lead regular business reviews to assess platform performance, identify expansion opportunities, and align on evolving client needs.
• Monitor client health metrics (adoption, engagement, support volume, Net Promoter Score) and implement proactive strategies for at-risk accounts.
• Advocate for clients internally by translating feedback and pain points into actionable input for the Product roadmap.
• Oversee user acceptance testing (UAT) for new platform releases, ensuring clients are engaged and confident prior to go-live.
• Establish and maintain quality standards for data accuracy, workflow reliability, and regulatory compliance.
• Partner with Product and Engineering to triage, prioritize, and resolve client-reported issues, ensuring transparent communication.
• Define, track, and present key quality and satisfaction metrics (CSAT, NPS, resolution time, escape rates) to executive leadership.
• Build, mentor, and lead a high-performing client success team, including onboarding and QA specialists.
• Collaborate cross-functionally with Product, Engineering, Sales, and Marketing to ensure alignment on client commitments, product releases, and go-to-market activities.

Benefits

• Trimont and trivinna are equal opportunity employers, and we’re proud to support and celebrate diversity in the workplace.
• If you have a disability and need accommodation or assistance with the application process and/or using our website, please contact us.
• We are proud to maintain a drug-free policy, ensuring that our community is a secure and productive space for all our team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior