Director of Client Success

About the Position:

We are seeking an experienced and driven Director of Client Success to join our growing team. In this strategic leadership role, you will develop and execute strategies to retain and grow our customer base, improve customer satisfaction, and contribute to the company’s overall success. You will work closely with cross-functional leaders to ensure a seamless experience for our clients, from onboarding to long-term success. This is a primarily remote position, with the requirement that the candidate resides in or near the Bozeman area to facilitate in-person collaboration and company events.

Team: Client Success

Reports to: CEO

Location: Primarily Remote (Must reside in the Bozeman area)

Employment Type: Full-time, permanent

Key Responsibilities:

• Client Success Strategy & Growth:

Develop and implement strategies to retain and grow the customer base, driving customer satisfaction and contributing to the company's profitability. Regularly review client needs and expansion opportunities in collaboration with the CEO and Director of Sales & RevOps.

• Cross-Functional Collaboration:

Partner with leadership to curate and prioritize client and prospect feature requests. Work with the Director of Product Development to identify and improve internal tools and usage trends.

• Team Development & Leadership:

Build and lead a team of Product Specialists responsible for managing segmented client lists, providing product expertise, and supporting sales calls. Initially manage a segment of the customer base until the team grows.

• Client Onboarding & Education:

Continuously refine and improve the client onboarding curriculum to ensure a smooth and effective client experience. Develop and maintain the Client Success Playbook, ensuring consistent and high-quality customer support processes.

• Product Utilization & Success:

Take ownership of client product utilization and success, ensuring clients are effectively using the product to achieve their goals. Foster a culture of partnership, making clients feel like our team is an extension of their own team.

• Feedback & Continuous Improvement:

Collaborate with the Director of Product Engagement to create and analyze user feedback surveys, ensuring that client insights are leveraged to improve the product and overall experience.

About You:

• 5 years of experience in account management, client success, or a related field, with a proven track record of managing client relationships and leading teams.
• Strong experience in building, mentoring, and leading teams, with a focus on talent development.
• Hands-on experience in creating and executing client success strategies that drive retention and growth.
• Exceptional communication and interpersonal skills, with the ability to engage and influence both internal teams and external clients.
• Ability to think strategically while also being detail-oriented and willing to get involved in day-to-day activities.
• Proficiency in client success management tools and CRM software (e.g., Salesforce, HubSpot, or similar).
• Demonstrated ability to adapt and thrive in a fast-paced, startup environment.

About the Company:

ICONIC BIM is dedicated to solving long-standing issues that plague the Architecture, Engineering, and Construction industry. Our Guardian for Revit product empowers users to reach their full potential by providing actionable insights, user education, and project protections to enhance project quality.

As ICONIC BIM continues to grow, we're looking for dedicated team members to join us on this exciting journey. We offer a supportive work environment, a comprehensive benefits package, and competitive pay to ensure our team thrives both professionally and personally.

Benefits include:

• Medical, dental & vision benefits
• SIMPLE IRA with company match
• Robust PTO policy, Summer Fridays, and paid company holidays
• Wellness Spending Account and Education Assistance
• Home office setup stipend to support remote work

Special Requirements: As part of our hiring process, the applicant selected for this position must successfully complete a thorough background check. This check will include, but is not limited to, verification of employment history and criminal history. Successful completion of the background check is a requirement for employment. Our background check process adheres to all applicable federal, state, and local laws and regulations. We are committed to fair and equal employment practices, and the results of the background check will be considered in the context of the job's responsibilities.