Director of Client Success

Isos is looking for a dynamic and results driven leader to join our team. The ideal candidate is a strategic, customer-focused professional who builds strong, trusted relationships both internally and externally, and who brings a proactive, growth-oriented mindset to shaping exceptional client experiences and long-term outcomes.

The Director of Client Success at Isos Technology is a senior go-to-market leader responsible for defining and leading the Client Success function to drive customer retention, expansion, and sustained value realization. This role owns the post-sale customer lifecycle, ensuring consistent, high quality engagement that strengthens adoption, deepens partnerships, and reinforces Isos position as a trusted advisor.

In addition to delivering strong customer outcomes, this role leads a Client Success organization accountable for growth within existing accounts, including renewals, expansion pipeline, and Client Success led commercial motions. The Director will establish the structure, operating model, and guardrails that enable Client Success Managers to successfully identify, own, and execute new-to-existing opportunities while maintaining a client-first approach.

As a key partner to Sales and Partner leadership, the Director aligns retention and expansion efforts with broader revenue goals, ensuring strong pipeline management, forecasting discipline, and go-to-market coordination. This leader develops and enables a high performing Client Success team, builds scalable customer health practices, and collaborates cross-functionally across Delivery, Licensing, Finance, and Operations to ensure successful outcomes and sustainable growth.

This role is ideal for a leader who thrives at the intersection of customer strategy, operational excellence, and revenue impact driving accountability, building structure, and elevating the end-to-end client experience as Isos continues to scale.

• Lead and develop the Client Success team, setting direction, expectations, and a strong performance culture.
• Define the overall vision and operating model for Client Success aligned to customer lifecycle goals.
• Establish success measures and operating rhythms that support customer value and team effectiveness.
• Partner with Sales leadership to ensure alignment across roles, handoffs, and shared accountability.

• Own retention outcomes and long-term customer engagement.
• Align closely with Sales leadership on renewals, expansion opportunities, and account strategy.
• Enable Client Success Managers to drive adoption, engagement, and outcomes that support growth.

• Work cross-functionally to align commitments, delivery, and ongoing account strategy.
• Collaborate with partners and internal teams to support consistent, high-quality client outcomes.
• Ensure coordination across Sales, Delivery, Licensing, and Finance to support renewals and growth.

• Lead strategic client engagement programs and executive-level interactions.
• Build trusted relationships that reinforce Isos Technology's advisor role.
• Represent customer perspectives in go-to-market planning and service improvement efforts.

• Establish scalable processes and tools to support consistent engagement and operational efficiency.
• Own customer health visibility and proactive risk management.
• Lead resolution of complex client issues in partnership with internal teams.
• Use insights and data to continuously improve outcomes and execution.

• Lead a Client Success organization accountable for growth within a defined customer segment.
• Define the structure and guardrails for Client Success-led commercial motions.
• Support Client Success Managers in owning and executing new-to-existing opportunities.
• Ensure strong pipeline management, forecasting, and alignment with overall Go-To-Market strategy.
• Provide coaching and enablement to balance revenue responsibility with a client-first approach.

• 10+ years of experience leading or scaling a Client Success, Customer Success, or post-sale account management function.
• Demonstrated success driving customer retention, expansion, and long-term value realization.
• Experience working with or alongside consulting, professional services, or managed services organizations.
• Experience managing and developing high-performing client-facing teams, including coaching and performance management.
• Strong ability to partner cross-functionally with Sal