Director, Client Success

Overview

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

The Market Director, Client Success, is responsible for driving client engagement, retention, and growth within their assigned market. This role ensures that clients receive maximum value from services, oversee client satisfaction, and leads a team focused on delivering exceptional client experiences. The director will work closely with internal teams, including sales, operations, and technical support, to align service offerings with client needs, identify growth opportunities, and foster long-term partnerships.

• This role is primarily remote but requires in-person presence for client and team events. Candidates must be able to work on-site at our Lombard, IL office.

• Lead the Client Success team, ensuring best practices in client engagement, satisfaction, and retention strategies.
• Develop and implement policies and procedures that enhance client relationships, service delivery, and overall success.
• Establish and maintain strong relationships with key clients, acting as a strategic advisor to align services with business objectives.
• Monitor client health metrics and proactively address potential risks to maintain high retention rates.

• Oversee the management of client accounts, ensuring seamless onboarding, ongoing support, and continuous service improvement.
• Collaborate with the sales team to identify opportunities for expansion within existing accounts.
• Drive revenue growth by identifying upsell and cross-sell opportunities that align with client needs.
• Ensure the team is equipped to effectively communicate Ntiva’s value proposition and differentiate its services in the market.

• Work with internal teams to optimize service delivery, ensuring client expectations are met or exceeded.
• Gather and analyze client feedback to improve processes, service offerings, and client engagement strategies.
• Develop and track key performance indicators (KPIs) to measure client success, retention, and satisfaction.
• Partner with operations and technical teams to streamline workflows and improve service efficiency.
• Hire, train, and mentor a high-performing Client Success team, fostering a culture of accountability and collaboration.
• Provide professional development opportunities to ensure continuous learning and growth within the team.
• Conduct regular performance evaluations and provide actionable feedback to improve team effectiveness.

• Serve as an advocate for clients internally, ensuring their needs are prioritized in service enhancements and innovation.
• Lead Technology Business Reviews (TBRs) with key clients, presenting insights, performance metrics, and strategic recommendations.
• Work closely with marketing and product teams to communicate client feedback and influence service evolution.

• Bachelor’s degree in business, IT, or a related field; MBA or equivalent experience preferred.
• 8+ years of experience in client success, account management, or service delivery within the MSP or IT services industry.
• Proven track record of managing client relationships, driving retention, and…