As the AVP/Senior Director of Client Success, you will be responsible ensuring that our clients are realizing measurable value from our products and services, thereby reducing churn rates. You will achieve this goal by leading a team of Client Success Managers in the execution of repeatable processes and procedures focused on our client's success and providing detailed metrics on the results. What you'll do Define and Optimize the Client Lifecycle

• Map the client journey from prospect through renewal and identify key inflection points that influence a customer's adoption, satisfaction, advocacy, and likelihood of renewal
• For each inflection point, standardize the process for engaging with clients, capturing their feedback, and intervening on the client's behalf (if necessary)
• Identify opportunities for continuous improvement
• Develop Capabilities that Foster Client Success
• Attract, develop, and retain a team of Client Success Managers responsible for helping clients derive value from our products and generating client loyalty & advocacy
• Work with Product Management to design and execute strategies that successfully relay information related to new releases, features, and legislative changes to clients
• Build and maintain a Community Portal that serves as a central repository for product information, promotes client engagement and provides value-added resources.
• Create programs, processes, training curriculums, best practices, and tips for effectively deploying our products and ensuring our clients derive measurable value from them post-deployment
• Work with Marketing to conduct client events
• Work with Product Management to build a Client Advisory Board

Measure the Effectiveness of Client Success

• Develop key indicators to identify at-risk clients and establish a critical account management process.
• Provide stakeholders with a Client Experience dashboard summarizing the overall health of the client base.
• Create a cadence for reviewing the metrics within the team and across the client lifecycle

Leverage Client Success Outcomes

• Deliver insights to sales around product usage, adoption, and ROI to facilitate demand-generation for cross-sells, up-sells, and renewals
• Facilitate new business growth through greater client advocacy and reference-ability
• Inform sales and finance about forecasted renewal and attrition rates
• Identify the key components of client success and communicate them cross-functionally to inform the product roadmap, sales, marketing, and services processes
• Drive company-wide definition of ideal client

What experience you need

• 10+ years working in a client-facing role, ideally in a consulting, account management, or other post-sale role at a technology company dealing with the C-suite level within the client as well as internal.
• 6+ years in a leadership role, leading highly productive teams.
• 8+ years working in the ACA/UC/I-9 industry, with comprehensive knowledge of the process and lifecycle
• Bachelor's degree in related discipline or equivalent experience

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.If this sounds like somewhere you want to work, don't delay, apply today - we're looking for you!All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.