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Director of Client Success
2 semanas atrás
We are seeking a skilled and experienced professional to lead our client success efforts, ensuring our clients experience exceptional value and service across all business lines. This role will focus on developing and executing a comprehensive client success strategy, driving customer engagement, retention, and advocacy.
The ideal candidate will have a strong understanding of commercial real estate, financial services, or SaaS solutions within the lending or investment space, as well as a proven ability to develop and execute customer success strategies in a B2B financial services or technology-driven organization.
- Primary Responsibilities:
- Develop and execute a client success strategy that aligns with our business goals, ensuring high levels of customer satisfaction, retention, and revenue growth.
- Lead initiatives to enhance client relationships, ensuring clients maximize the value of our services and solutions.
- Partner with Sales, Product, Marketing, and Operations teams to drive customer-focused improvements and innovation.
- Capture and analyze customer feedback, using insights to drive continuous improvement and influence product development.
- Develop scalable programs and processes that support client success at scale, ensuring efficiency, consistency, and measurable impact.
- Build, lead, and mentor a high-performing client success team that is aligned with our customer-first culture.
- Define and monitor key success metrics (NPS, retention rates, expansion revenue, etc.), using data to drive decisions and enhance the customer experience.
- Bachelor's degree required; MBA or relevant advanced degree preferred.
- 10+ years of experience in client success, account management, or a related field, with a minimum of 5 years in a senior leadership role.
- Track record of driving client retention, satisfaction, and revenue growth.
- Experience leading and scaling client success teams in a high-growth environment.
What We Offer:
- A competitive compensation package including base salary and discretionary bonus.
- A comprehensive benefits program, including medical, dental, and vision benefits, 401(k) + match, and pre-tax transit and commuting benefits.
- A robust health and wellness program, earning cash rewards and gaining access to resources promoting health, engagement, and balance.
- Paid maternity and parental leave, as well as other family paid leave programs.
- Company-paid life, short and long-term disability insurance.
We Are an Equal Opportunity Employer:
We strive to be a safe place to ask questions, build professional relationships, and develop careers. We do not tolerate discrimination, including harassment, based on any characteristic protected by applicable law.
