Director of Client Success

Remote / Nationwide – Up to 70% travel required

Reporting Structure:
This position reports directly to the CEO

The Service Companies (TSC) is the premier service provider to the hospitality, gaming, healthcare, education, and corporate catering industries. With over 4,500 team members serving 750 locations across 39 states, TSC is dedicated to delivering exceptional service quality and performance. As a privately owned company under TPG Twin Brook Capital Partners' ownership, TSC values a culture that empowers employee involvement and performance, driven by "The TSC Way."

We're Partners in Excellence, which means we are committed to achieving the highest quality standards and delivering exceptional experiences for our clients, team members, and the organization. The company operates through three separate business groups:

• Managed Services – Turn-key Hospitality/Casino Housekeeping, Stewarding, Third Shift Cleaning, Public Area Cleaning, Laundry, Kitchen Cleaning
• Managed Services Staffing – Hospitality Staffing for the Resort, Casino & Event space.
• Specialty Services – Window and Chandelier Cleaning, Pressure Washing, Pool Cleaning and Maintenance, Exterior Building Cleaning

The Director of Client Success is a strategic leadership role responsible for designing and executing The Service Companies' client success and retention program. This position will establish a consistent, proactive approach to customer engagement across the customer lifecycle, strengthen executive-level relationships, identify risk before it impacts a relationship, and ensure customers recognize the value TSC delivers. The Director will serve as a voice of the customer internally and partner closely with Operations, Sales, Finance, and executive leadership to improve customer satisfaction, retention, and long-term account value.

• Develop and implement a comprehensive Client Success program, including customer segmentation, engagement standards, account planning, executive touchpoints, business reviews, and retention playbooks.
• Create a structured customer lifecycle and engagement cadence that ensures proactive communication from onboarding through ongoing service delivery, renewal, and expansion.
• Build and maintain strong relationships with key customer stakeholders and executive decision-makers, serving as a trusted partner and strategic point of contact.
• Develop client health and risk indicators using operational performance, customer feedback, relationship strength, financial trends, service issues, and other relevant data.
• Establish an early-warning and escalation process for at-risk accounts and lead cross-functional retention plans to address concerns, restore confidence, and protect revenue.
• Lead regular customer business reviews that connect TSC performance to customer priorities, demonstrate value delivered, address emerging needs, and identify opportunities to strengthen the partnership.
• Create a Voice of the Client program to systematically capture, analyze, and communicate customer feedback, satisfaction trends, recurring concerns, and opportunities for improvement.
• Partner with Operations leaders to translate customer feedback into clear action plans and ensure commitments are tracked through resolution.
• Partner with Sales and Operations on renewal strategy, customer retention planning, contract-risk visibility, and appropriate opportunities to expand existing relationships.
• Develop standardized tools, templates, playbooks, and reporting that create a consistent customer experience across TSC accounts and regions.
• Establish and monitor Client Success KPIs, such as retention, renewal rate, customer satisfaction, customer health, at-risk revenue, issue resolution,…