What are the responsibilities and job description for the Director of Client Success position at Newance?

Forj is a growth-stage SaaS company with a bold vision for how members will engage and learn in modern communities of practice. By connecting community with learning, our technology encourages member engagement with content and human connections, leading to a more vibrant community experience that delivers more value to members while helping their organizations grow.

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We empower the professionals who make our world better.

The Director of Client Success

Oversees the Client Success team and functions, partnering with Client Technical Support, Solutions, and Training to ensure a stellar experience for clients as they onboard, adopt, optimize, and expand their application of our technology. The Director of Client Success is the champion for smooth, scalable onboarding experiences, implementations, relationships, business analysis and reviews, retention, mentorship, and growth of our clients and our Client Success team.

Our clients are innovative and include communities of practice such as professional associations, non-profits, and for-profit organizations. This role will identify, understand, and apply best practices and standards in areas of onboarding, implementation, communication, analysis, thought leadership, hypothesis of benefit, strategic relationship management, and expansion opportunity with a range of client contacts including client community managers, champions, and executive sponsors.

Consider joining us if you are :

Eager to thrive in a fast-paced, innovative company environment, contributing to a high performing, collaborative team.
Passionate about our purpose and personally aligned with our values : We forge ahead. We innovate. We build relationships. We learn and grow, always. We win together.
Self-motivated, resourceful, scrappy and pragmatic when it comes to getting things done.
A lifelong learner who is always curious and keeps an open mind when solving difficult problems.
Excited to be a client champion as they onboard, adopt, and expand use of Forj technology.
Skilled at identifying and implementing best practices, coaching client facing professionals, client engagement and partnership, client experience strategy, and fostering strong relationships.

In this role, you will specialize in :

Leadership and coaching of a team to facilitate stellar client experiences with Forj.

Design and implement strategies, processes, tools, and tools to enable ongoing client retention and growth.

Serve as an executive point of contact for key clients and strategic relationships.

Foster strong and collaborative relationships with clients, understanding their goals and ensure their success and satisfaction with Forj technology.

Lead cross-functional efforts to design, develop, and apply relationship tools and frameworks such as partnership charters, implementation plans, reporting, hypothesis of value models, and executive partnership reviews.

Work closely with internal product and development as the voice of the customer on product development, feedback, feature development, and strategic roadmap priorities.

Share proactive guidance enabling clients to foster vibrant communities.

Investigate and analyze client usage data and develop metric models to inform recommendations to increase vibrancy and engagement.

Monitor industry trends and innovations, demonstrating thought leadership by sharing insights and expertise with clients and Forj team members.

Identify, summarize, and share best practices and product knowledge with clients; internally share insights and success stories of clients.

Nurture expansion opportunities, facilitating internal and external account growth analysis and execution.

Implement strategies to evaluate and monitor client health, assessing opportunity and risk while critically evaluating client success practices and methods.

We are looking for someone with :

A bachelor’s degree in a relevant field and at least 4 years leadership experience in SaaS Client Success environments.

A high sense of ownership, demonstrating self-motivation and accountability for achieving client satisfaction expectations.

Excellent relationship management, communication, critical thinking, problem solving, and influencing skills.

Strong people leadership experience coaching teams for success and growth.

Curiosity and a desire to learn about Forj, the broad technology ecosystem, and professional community best practices and trends.

Strong organizational skills to navigate simultaneous priorities.

Desire to work in a fast-paced and dynamic environment.

Experiences in working with or around the association industry and related technology solutions is beneficial.

This role can be remote or hybrid in the Milwaukee, WI area. Relocation support is not available.

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