Director of Client Success

Skills and experience

• 10+ years in Client Success, Account Management, or related roles, including at least 3 years leading a large or scaling team.
• Proven track record driving client retention, growth, and satisfaction at a high-growth SaaS or PropTech company.
• Deep understanding of customer health metrics, lifecycle management, and client segmentation.
• Experience with Salesforce or other CRM systems.
• Strong analytical and problem-solving skills — able to turn data into insight and action.
• Exceptional communication and relationship-building abilities.
• Bachelor’s degree in Business, Marketing, or a related field preferred.

What you’ll do

• Lead, mentor, and grow the Client Success Management teams.
• Build and execute a clear strategy for client retention, satisfaction, and account expansion.
• Create scalable playbooks and systems that support rapid company growth.
• Partner with Sales, Product, and Marketing to deliver a seamless client experience from onboarding through renewal.
• Monitor and improve client health metrics, retention rates, and NPS.
• Manage client escalations and ensure timely resolution.
• Provide executive-level insights on client trends, team performance, and retention drivers.
• Champion a culture of ownership, accountability, and continuous improvement.

Key metrics

• Client Retention: Achieve retention and expansion goals across all segments.
• Team Performance: Build, coach, and retain a high-performing client success organization.
• Operational Excellence: Develop scalable systems and processes that improve efficiency and quality.
• Client Satisfaction: Maintain industry-leading NPS and client satisfaction scores.
• Cross-Functional Impact: Drive alignment and outcomes across Product, Sales, and Marketing.