Director of Client Success

About the Role:

The Director of Client Success will play a pivotal role in managing the team and ensuring the success of client programs. Reporting to the Senior Director of Customer Experience, this role balances the team's day-to-day management with strategic oversight, ensuring alignment with organizational OKRs while supporting team operations. The Director manages several direct reports, focusing on their development and performance, and will own escalation workflows and instances.

What Success Looks Like in the First 6 Months:

In the first six months, success for the Director of Client Success will be defined by seamless integration into the team and a strong understanding of internal processes, tools, and client needs. They will have established trust with direct reports through consistent coaching, performance development, and fostering a collaborative team culture. Operationally, they will have assessed and begun optimizing key client support processes, including implementing quality and performance metrics and a structured SLA framework. The Director will also have created a reliable escalation workflow, improved proactive client engagement strategies, and contributed to higher client satisfaction, conversion, and retention. Their ability to identify pain points through data, drive process improvements, and serve as a knowledgeable escalation resource will position them as a vital leader in the success of the team and client programs.

Lead and Develop a High-Performing Team:

• Oversee the daily operations of the Client Success team, managing a team of Sr. and Client Success Managers.
• Foster a positive and supportive team environment that encourages growth, collaboration, and high performance by providing ongoing coaching, mentorship, and professional development opportunities for team members.

Enhance Client Support Processes:

• In collaboration with other client-facing teams, streamline and optimize client support processes to improve efficiency and enhance overall client satisfaction.
• Develop and implement a robust support pipeline in Hubspot to ensure proactive and consistent support throughout the client journey.
• Implement and maintain quality and performance metrics and a service level agreement (SLA) to establish high-quality communication, performance, and quality standards.

Drive Client Success:

• Proactively identify issues through weekly and monthly data analysis and delivery and address clients' needs and pain points.
• Develop and implement strategies to improve client adoption, retention, and overall satisfaction.
• Conduct or oversee regular client check-ins to assess needs, gather feedback, and identify areas for improvement.

Product Expertise and Knowledge Sharing:

• Develop and maintain a deep understanding of our products and services, including technical aspects.
• Train and mentor the team on product knowledge, best practices, client success methodology, and troubleshooting techniques.
• Be the Escalation point person for high-stakes clients and the team.
• Collaborate with the Product teams to identify and report bugs and suggest improvements.

About You:

What Success Looks Like in This Role:

• Build a high-performing, supported, and mission-aligned Client Success team through strong, human-centered leadership and coaching
• Optimize client support operations by implementing clear workflows, SLAs, and performance metrics that improve efficiency and service quality
• Strengthen client satisfaction, retention, and adoption through proactive engagement, data-driven insights, and strategic escalation management
• Serve as a knowledgeable product expert and internal resource, collaborating cross-functionally to surface feedback and improve tools
• Model a values-driven, emotionally intelligent approach that aligns with Scale to Win’s progressive mission and team culture

Proven Leadership Experience:

• 5+ years of experience coaching and developing high-performing teams, ideally in a client-facing role.
• High Emotional Intelligence and Human-centered Leadership are second nature to you.
• Role model for coachability and healthy feedback culture.
• Familiarity with CRM systems, ticketing platforms, and QA tools (such as Hubspot, Zendesk, MaestroQA)
• Solid understanding, reporting, and use of CX data (CSAT, NPS, SLAs) for decision-making.
• Experienced in strategic workforce management and capacity planning.

Client Success Expertise & Technical Proficiency:

• Strong understanding of client success principles and best practices.
• Proven track record of retention and revenue growth initiatives.
• Experience working with and supporting clients in a technology-driven environment.
• Experience with relevant technologies, including texting and dialing tools, CRM software (Hubspot), email ticketing systems (e.g., Zendesk, Help Scout), and project management tools (e.g., Asana, Monday.com).
• Understanding of technical concepts and troubleshooting techniques.

Communication & Interpersonal Skills:

• Excellent written and verbal communication, interpersonal, and presentation skills.
• Ability to effectively communicate complex information clearly and concisely to technical and non-technical audiences.
• Strong problem-solving, critical thinking, and analytical skills.

Commitment & Collaboration:

• High ownership and accountability, strong bias for action and follow-through, and meeting deadlines.
• A collaborative team player with a positive and supportive attitude.
• Flexibility and adaptability to changing priorities and evolving responsibilities.

Passion for Progressive Values:

• Alignment with our mission and values to advance progressive causes and support Democratic candidates.

Note: Meeting every single one of these qualifications is not a requirement. Candidates are considered based on a holistic view of their skills, experience, and potential contributions to our team.

• $130,000 yearly base salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
• Ten paid company holidays, two floating holidays, and a week-and-a-half-long holiday break at the end of the year.
• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
• 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
• Fully-paid premium, $0 deductible, top-notch medical insurance, and dental and vision insurance for you and your dependents, including domestic partner/spouse.
• Remote working with flexible working conditions with ideal working hours of 10 am-7 pm CT (occasional weekend availability and weekend and evening hours are expected during high election season), a stipend to support your home office setup, and access to a company computer.
• Every employee is invited to donate 25,000 free texts each year to a non-profit of their choice.