Director – Client Success

Director – Client Success

Requirements

• Bachelor’s degree or equivalent work experience.
• 5+ years in a client-facing role (Client Success Management, Account Management, Consulting, or Client Services).
• Proven track record in client retention, satisfaction, and revenue growth.
• Experience leading and mentoring Client Success Managers (CSMs) or similar teams.
• Strong background in customer success strategy development and execution.
• Excellent interpersonal, communication, and leadership skills.
• Proficiency in CRM software and client success tools.
• Ability to work in a fast-paced, dynamic environment with competing priorities.
• Skilled in executive presentations, negotiations, and conflict resolution.

Responsibilities

• Develop and implement strategies to strengthen and enhance client relationships.
• Serve as a trusted advisor to key clients, ensuring their long-term success.
• Define and execute client success initiatives to maximize satisfaction and retention.
• Use data analytics and client feedback to proactively identify risks and opportunities.
• Lead initiatives that drive product adoption and ensure clients achieve maximum ROI.
• Oversee client renewal, upsell, and cross-sell strategies to drive revenue growth.
• Partner with the sales team to identify and pursue new business opportunities.
• Establish and monitor key client success metrics, including renewal rates and revenue targets.
• Provide strategic leadership to the Client Success Management team.
• Mentor and develop team members to enhance their skills and performance.
• Foster a culture of continuous improvement and client-centric thinking.
• Collaborate cross-functionally to ensure a seamless client experience.
• Act as the voice of the customer, advocating for their needs and priorities.
• Gather and analyze client feedback to drive product and service improvements.
• Develop client advocacy programs, including case studies and reference calls.
• Stay informed on industry trends, competition, and emerging technologies.
• Enhance operational processes and tools to improve client success efficiency.
• Ensure compliance with company policies and industry regulations.
• Represent the company at industry events, conferences, and client meetings.
• Prepare and present reports to senior leadership on client success initiatives.
• Stay updated on product releases, industry developments, and best practices.
• Travel as needed for client meetings, executive briefings, and conferences.

Preferred Qualifications

• Experience working with mortgage lenders.
• Blend of business and technical acumen, contributing to both strategy and execution.
• Passion for enhancing client experience and customer satisfaction.
• Strong analytical skills with the ability to translate data into actionable insights.