Strategic Client Success Director

Strategic Client Success Directors are high-performing individual contributors who extend their strategic influence beyond individual accounts to drive excellence across multiple clients and regions. As a trusted partner within the organization, you will lead multi-account efforts, guide process improvements, and help elevate the Client Success organization through both internal coordination and external delivery. 

You are a translator of strategic plans into executional success—surfacing deep insights, flagging systemic risks, and aligning day-to-day delivery with long-term account goals. You serve as a key escalation point, shape best practices, and mentor team members in adopting strategic behaviors. In this role, you are a primary driver of revenue, taking full ownership of the renewal process and actively supporting expansion through sophisticated solution alignment and internal collaboration.

• →Drive Strategic Initiatives: Take ownership of key initiatives and lead multi-account efforts to drive excellence and consistency across multiple clients or regions.
• →Lead the Renewal & Growth Lifecycle: Take full ownership of the client renewal process, including developing pricing proposals, leading negotiation conversations, and managing contracting.
• →Support Revenue Expansion: Directly contribute to revenue growth by identifying expansion opportunities through planning conversations and cross-functional solution alignment.
• →Shape Best Practices & Mentorship: Serve as a mentor to newer team members and a strategic partner to leadership, shaping best practices and guiding the team in adopting strategic behaviors.
• →Ensure Executional Excellence: Align day-to-day delivery with long-term account goals, surfacing insights and flagging systemic risks that could impact client health or delivery.
• →Manage Financial Integrity: Proactively identify billing risks, campaign scope shifts, or rate changes to ensure invoicing accuracy and forecasting stability.
• →Act as an Escalation Point: Serve as a trusted advisor and escalation point for complex client issues, coordinating internal efforts to ensure a high-quality external delivery.
• →Guide Process Improvement: Identify new opportunities for efficiency across the Client Success organization and lead internal efforts to improve workflows and elevate the standard of service.

What You Will Need: 

• →Strategic Influence & Leadership: Proven ability as a high-performing individual contributor to influence outcomes beyond a single account and drive value across the broader business.
• →Commercial Acumen: Expertise in the end-to-end renewal process, with experience in pricing strategy, contract negotiation, and revenue forecasting
• →Strategic Planning at Scale: Ability to own high-level growth initiatives and guide long-term partnerships that align with both client and company goals.
• →Systemic Problem Solving: Strong analytical skills to identify systemic risks and process gaps, with the ability to translate these insights into actionable improvements.
• →Mentorship & Collaboration: A track record of acting as a mentor or strategic partner to internal teams, helping to elevate the performance and behaviors of the collective organization.
• →Advanced Relationship Management: Exceptional communication skills to act as a primary escalation point and a trusted advisor for high-value or high-complexity accounts.
• →Revenue-Conscious Mindset: A deep understanding of how delivery excellence, billing accuracy, and strategic alignment directly impact retention and growth.
• →Project & Account Mastery: The ability to lead complex, multi-stakeholder efforts while maintaining a high degree of accountability and attention to detail.

This position is open to remote candidates in the United States. Candidates must be able to commit to working Pacific Time zones.