Client Leader — Retention & Growth

Job Summary

Director, Client Experience is responsible for leading and evolving Tra Xtion’s Client Success and Customer Support functions to drive customer retention, product adoption, operational excellence, and long-term client satisfaction. Reporting to the VP of Revenue, this leader will oversee a blended client-facing team while building scalable processes, performance standards, and engagement strategies that support Tra Xtion’s continued growth.

This role requires a strategic and hands‑on leader who can develop structure within a growing department, coach high‑performing teams, improve the customer journey, and partner cross‑functionally to elevate the overall client experience.

• Lead and develop Tra Xtion’s Client Success and Customer Support teams, including coaching, accountability, performance management, and career development
• Build and optimize scalable processes, SOPs, workflows, and operational standards across the client lifecycle
• Develop and monitor KPIs related to retention, customer health, product adoption, support responsiveness, and customer satisfaction
• Drive customer retention strategies and proactively identify opportunities to improve client engagement and long‑term success
• Partner closely with Sales, Product, Operations, and Leadership to improve the overall customer experience and influence product enhancements
• Establish consistent communication cadences, escalation processes, and reporting structures for both internal stakeholders and customers
• Analyze trends, client feedback, and operational data to identify risks, improve efficiencies, and support business growth
• Lead a blended team environment consisting of both remote and onsite employees across varying levels of experience
• Foster a customer‑centric culture focused on responsiveness, accountability, continuous improvement, and measurable results
• Support strategic initiatives and organizational scaling efforts within the Revenue department

• 5+ years of experience in Client Success, Customer Experience, Account Management, or related SaaS/customer‑facing leadership roles
• 3+ years of people leadership experience managing high‑performing teams
• Strong experience building or improving processes, workflows, and operational structure within growing organizations
• Demonstrated success driving customer retention, engagement, and client satisfaction initiatives
• Experience developing KPIs, reporting, and performance accountability measures
• Excellent communication, coaching, and cross‑functional collaboration skills
• Ability to thrive in a fast‑paced, evolving, growth‑oriented environment
• Proficiency with CRM systems, customer success platforms, Microsoft Office Suite, and virtual collaboration tools

• Experience leading both Client Success and Customer Support functions
• SaaS industry experience strongly preferred
• Experience supporting automotive dealership clients or automotive technology platforms preferred
• Bachelor’s degree preferred