Director of Client Success

General Summary

The Director of Client Success is responsible for executing and operationalizing the Client Success strategy established by the Vice President of Client Success. This role focuses on day-to-day leadership, performance management, and continuous improvement of the Customer Service function to ensure high-quality, consistent client experience. The Director partners closely with the VP to translate strategic priorities into scalable processes, team performance, and measurable outcomes, while supporting retention, service excellence, and team development.

• $130,000 - $150,000 (depending on experience)

• Execute the Client Success strategy set by the VP, ensuring alignment with company goals and core values

• Drive consistent delivery of a high-quality, client‑centric service experience across all channels

• Implement and optimize a multi-tiered Client Success model (self‑service, Tier 1–3, escalation paths)

• Support initiatives to improve first‑call resolution and overall service efficiency

• Manage day-to-day SLA performance, ensuring timely and accurate service delivery

• Track and report on key performance metrics, providing insights and recommendations to leadership

• Support administration and execution of CSAT and NPS programs

• Identify trends and partner with the VP to recommend performance improvements

• Support implementation of retention and engagement strategies developed by leadership

• Identify at‑risk clients and ensure proactive resolution through the team

• Gather client feedback and elevate themes to inform strategic decision‑making

• Drive continuous improvement initiatives that enhance the client experience

• Lead and develop Client Success Managers and team members to achieve performance goals

• Lead operational interview processes, hiring coordination, leadership candidate evaluation, and staffing recommendations for Client Success functions

• Provide coaching, performance feedback, and leadership development support

• Foster a positive, accountable, and performance‑driven team culture

• Partner with the VP on succession planning and leadership development initiatives

• Manage ongoing SOP governance, updates, version control coordination, rollout communication, and operational implementation across Client Success

• Oversee BPO management, including operational alignment, service delivery expectations, staffing coordination, and performance accountability

• Ensure operational consistency across internal teams and external servicing partners through calibration, communication, and process audits

• Partner with Sales and internal stakeholders to ensure aligned client messaging and experience

• Support consistency in communication and service delivery across departments

• Act as an escalation point for complex client issues, coordinating resolution with leadership as needed

• Partner with Training, Human Resources, Quality, Compliance, Product, Reporting, Telephony, and Operations teams to ensure procedural changes are operationalized effectively across all servicing teams

• Manage operational readiness for new program launches, policy updates, and servicing model changes

• Support workforce planning, staffing models, and scheduling to meet service demands

• Assist in managing department budget inputs and operational resources

• Ensure effective utilization of tools and systems supporting Client Success operations

• Oversee workforce readiness initiatives, including implementation support for new processes, queue structures, dialer workflows, and operational changes

• Identify opportunities to improve processes, workflows, and service delivery

• Support implementation of new tools, technologies, and automation initiatives

• Stay informed on industry practices and bring forward improvement recommendations

• Oversee implementation and operational follow‑through for process improvement initiatives directed by executive leadership

• Support the VP…