Director, Client Success

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on our cloud-based software and services to address their most pressing challenges—from engaging communities to simplifying operations and growing revenue.

About the role

The Client Success Team Leader manages a portfolio of accounts and an associated team of Client Success Managers (CSMs). They will periodically handle a small number of direct client relationships based on importance or risk status, transitioning accounts to core team members as retention risks increase.

Responsibilities

• Leadership and Team Management
  • Build and lead a high-performing team of Client Success Managers.
  • Identify and nurture talent through mentorship and training to enhance skills.
  • Allocate resources efficiently across the client portfolio, ensuring each client has a named CSM and receives interactions aligned with segmentation and engagement plans.
• Client Relationship Management
  • Oversee CSMs in evaluating and gauging client relationship health, using NPS and other methods to predict at-risk clients.
  • Support the team in cultivating strong, long-lasting client relationships, understanding needs, and aligning services with client objectives.
  • Collect client insights to better meet needs and maximize relationship expansion opportunities.
  • Identify and act on opportunities to expand or enhance service offerings to meet evolving client needs.
  • Improve the effectiveness of CSM-client conversations to uncover unmet needs and manage targeted expansion campaigns.
• Portfolio Planning and Management
  • Collaborate with executive leadership to evaluate factors affecting client relationships within the assigned portfolio.
  • Provide findings on key drivers and recommendations to improve satisfaction, renewal rates, and expansion.
• Operational Excellence
  • Coach and manage CSMs to execute standard work routines efficiently and effectively.
  • Ensure adherence to standard policies, processes, and procedures.
  • Identify opportunities to improve operational processes for greater CSM efficiency and effectiveness.
  • Establish and maintain quality standards and ensure compliance with industry regulations.
• Communication and Collaboration
  • Maintain consistent team huddles, meetings, and individual conversations to align team members with organizational objectives and boost engagement.
  • Facilitate effective communication between departments to ensure alignment of goals and strategies.
  • Collaborate with sales, marketing, product development, and service delivery teams for a unified approach to client engagement.

Requirements

• 5+ years of experience in Account Management, Client Success Management, or Association Executive roles.
• Bachelor’s degree or equivalent experience.
• Deep knowledge of the managed sub-function and solid understanding of the overall departmental function.
• Excellent analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities and deadlines simultaneously.
• Experience managing customer success teams of 6-10 members across multiple segments.
• Proficient in monitoring KPIs to ensure retention and growth practices are executed.

Skills

• Technical Skills
  • Proficient in Office 365 suite.
  • Experience with customer success tools and data analysis for customer health and team performance.
  • CRM proficiency with ability to optimize workflows and reporting.
• People Skills
  • Team leadership with ability to build and develop high-performing customer success teams.
  • Change management skills for process improvement and standardization.
  • Individual contributor coaching and performance management.
  • Internal stakeholder management and cross-functional collaboration.
  • Customer relationship management and executive-level client interaction.
• Strategic Business Skills
  • Customer portfolio management and segmentation strategy.
  • Process optimization and operational efficiency improvement.
  • Customer retention and expansion program execution.
  • Team performance metrics and KPI development.
  • Client relationship planning and account management oversight.
• Leadership and Core Competencies
  • Ability to inspire and lead teams, fostering a culture of excellence and collaboration.
  • Strategic thinking with a forward-looking mindset to contribute to company goals.
  • Strong interpersonal skills for building and maintaining client relationships.
  • Negotiation skills with experience in MSAs, Order forms, SLAs, SOWs, and related contracts.
  • Operational excellence with a focus on efficiency, process optimization, and risk management.
  • Financial acumen for managing proposals, including pricing and client value expressions.
  • Clear and effective communication both internally and with clients.
  • Problem-solving in a dynamic business environment.
  • Adaptability to changing market conditions, client needs, and industry trends.

Additional Desired Skills

• Salesforce experience.
• SaaS solutions and association/non-profit sector experience.
• Client Success Platform experience.
• Strong presentation and communication skills for client and internal audiences.

Benefits

• Medical, Dental, and Vision Benefits.
• 401(k) Savings Plan with Company Match.
• Flexible Planned Paid Time Off.
• Generous Sick Leave.
• Inclusive and Welcoming Environment.
• Purpose-Driven Culture.
• Work-Life Balance.
• Commitment to Community Involvement.
• Employer-Paid Parental Leave.
• Employer-Paid Short-Term Disability.
• Remote Work Flexibility.