Director, Client Value

Mindtickle's customers don't just buy a product; they expect outcomes, and the Client Value team is accountable for delivering them. As Director, Client Value, you will lead a team overseeing $50M+ in ARR, while building the strategies and systems that drive retention, growth, and deep customer relationships at scale. This is a leadership role for someone who is equally comfortable in a customer escalation, a leadership review, and a whiteboard session designing next quarter's playbook.

• Lead a team of Client Partners overseeing $50M+ in ARR, coaching them on account strategy, customer conversations, and how to consistently deliver value across their books of business
• Own GRR and NRR - build and execute strategies that reduce churn, drive expansion, and keep Mindtickle's revenue base healthy and growing
• Define and run the QBR process for key accounts, making them strategic conversations that reinforce value, surface risks early, and strengthen executive relationships
• Build the playbooks, processes, and frameworks the team uses every day, from onboarding and adoption to escalation management and renewal
• Track customer health across all accounts  using health scores, usage data, churn signals, and mutual success plans to get ahead of risk before it becomes a problem
• Serve as an executive sponsor on strategic accounts and high-stakes situations, stepping in with the credibility and structure to turn difficult conversations into long-term partnerships
• Drive thought leadership for Mindtickle in the Customer Success space through content, customer stories, and presence at industry forums that position the company as a category leader
• Collaborate with Sales, Product, and Marketing to close the loop between what customers need and what Mindtickle builds and sells

• Model AI-forward ways of working for your team and customers. Mindtickle is an AI platform, and the Director of Client Value should be the clearest example of what AI-powered customer success looks like in practice
• Use AI research tools like Perplexity and ChatGPT to rapidly build context on accounts, industries, and customer challenges before QBRs, escalations, or strategic reviews, walking in more prepared than anyone else in the room
• Draft playbooks, operational decks, and success frameworks using AI-assisted writing tools like Claude or Notion AI, cutting document creation time in half and spending that time refining strategy instead
• Analyze customer health signals, churn patterns, and expansion triggers at scale using AI-powered analytics, so no account slips through the cracks, and every renewal conversation starts from a position of strength

• You've built a CS function from scratch, not inherited one, and know what it takes to go from zero structure to a team that runs with consistency and confidence
• You've served enterprise customers at the CXO level and know how to navigate complex organisations, long relationships, and high-stakes renewals
• You think from first principles; you don't retrofit old CS frameworks onto new problems; you reason through what will actually work
• You're sharp with numbers: GRR, NRR, churn drivers, and P&L are things you track and actively manage, not just report
• You communicate with clarity and confidence at every level, from a struggling customer account to a Founder review
• You're comfortable operating without a complete picture and making good decisions anyway

• Experience building a Customer Success function from the ground up at a high-growth SaaS company would be an advantage
• A track record of serving enterprise accounts  where the relationships are complex, the stakes are high, and the renewal is never guaranteed  is a plus
• Background in management consulting or a Founder's/CEO's Office at a tech company is a plus

30 Days - You know the product, the ICPs, the team you've inherited, and the health of every account. You've identified which relationships need immediate attention and which are in good shape.

60 Days - You've done a full diagnostic of what's working and what isn't  in the team, in the processes, and in key accounts  and have a clear plan with leadership buy-in to act on it.

90 Days - You're running pilots on at least two strategic improvements, the team has a sharper operating rhythm, and early indicators on retention and customer health are moving in the right direction.