What are the responsibilities and job description for the Director of Client Success position at Brand Addition?
Director of Client Success
Role Overview :
As the Director of Client Success, you will be responsible for leading both the strategic account management and client service functions to drive revenue, operational excellence, and long-term client satisfaction. Reporting to the Managing Director, you will collaborate with the senior leadership team to align client-focused strategies with organizational goals. This role combines sales leadership, client relationship management, and operational oversight to ensure the organization meets and exceeds financial targets while delivering an industry-leading client experience.
Key Responsibilities :
Client Management & Service Delivery :
Oversee and lead cross-functional teams to deliver exceptional client service, ensuring operational and service standards are met across all client accounts.
Act as the senior escalation point for key clients, providing strategic solutions and ensuring long-term client retention.
Monitor and measure client satisfaction through surveys, QBRs, and feedback, driving continuous improvement initiatives to enhance service delivery.
Build deep relationships with senior stakeholders at key client accounts, offering operational and commercial expertise to maximize profitability and growth opportunities.
Develop and implement scalable processes and procedures to ensure consistency, quality, and efficiency across client services.
Ensure successful implementation of new clients, leading project planning and execution to meet client and organizational goals.
Sales Leadership & Business Development :
Develop and execute strategic sales plans in collaboration with Account Directors and Sales Leaders to meet revenue targets and expand the client portfolio.
Lead teams in identifying new business opportunities, creating tailored marketing strategies, and delivering compelling proposals and presentations.
Drive revenue growth by exploring and capitalizing on client needs, aligning client solutions with organizational capabilities and goals.
Collaborate with marketing and business development teams to ensure a unified approach to client acquisition and retention.
Oversee financial performance, including sales revenue, margins, and operating expenses, ensuring profitability across all accounts.
Team Leadership & Development :
Lead, mentor, and develop a high-performing team of Account Directors, Client Service Managers, and Implementation Specialists, fostering a culture of accountability, collaboration, and excellence.
Set clear performance goals for the team, regularly reviewing progress and providing coaching to achieve both individual and departmental objectives.
Develop and implement comprehensive training programs to build technical skills, client management expertise, and leadership capabilities within the team.
Drive team engagement and motivation by promoting a positive workplace culture aligned with the organization's values and vision.
Strategic Planning & Operational Oversight :
Serve as an active member of the Sales and Client Services Leadership Teams, contributing to overall business strategy and decision-making.
Analyze client and market data to identify trends, risks, and opportunities, providing insights to inform strategic initiatives.
Participate in financial reviews, quarterly strategy sessions, and leadership forums to align client service and sales strategies with organizational objectives.
Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge and enhance client offerings.
Qualifications :
7 years of experience in business development, sales management, or client service leadership within a high-growth organization.
Proven track record of managing a book of business valued at $20M and delivering consistent revenue growth and client retention.
Strong financial acumen with the ability to analyze and interpret financial data, including margins, discounts, and operating expenses.
Experience leading and developing cross-functional teams, driving performance, and fostering a culture of continuous improvement.
Exceptional interpersonal, communication, and negotiation skills, with the ability to build and maintain relationships with senior client stakeholders.
Proficiency in CRM software and other relevant tools for sales and order management.
Flexibility to travel as required (up to 30%).
Key Performance Metrics :
Client retention and satisfaction scores.
Achievement of sales and revenue targets.
Profitability and operational efficiency across key accounts.
Successful implementation of new clients and projects.
Team engagement, development, and retention rates.
Conversion rates for new business pitches and proposals.
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