Director of Client Strategy & Success
Scope of Role
The Client Success Director is a senior leadership role within Client Experience, responsible for the oversight, retention, and growth of a significant portfolio of North American clients. Reporting into senior Client Success leadership, this role owns the end-to-end customer relationship, including onboarding, ongoing strategy, renewals, and expansion.
In addition to direct client accountability, the Client Success Director will oversee and lead a team of 4-5 Client Success Managers, collectively responsible for approximately 30-40% of our North American client base. This role is accountable for setting team priorities, driving consistent execution, developing talent, and ensuring best-in-class client outcomes across the portfolio.
The Client Success Director works closely with senior client stakeholders to advise on industry best practices, align solutions to business objectives, and ensure long-term value realization from our platforms and services. Internally, this role partners cross-functionally with Product, Support, Solutions, Sales, and Marketing to sustain our market leadership and deliver best-in-class service.
Job Description
Client Lifecycle Management: Support and coach Client Success Managers in effectively managing and guiding clients throughout the full lifecycle, from initial onboarding through renewal and expansion.
Support and coach Client Success Managers in building strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services.
Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services.
Monitor account health, identifying and mitigating risks to client retention.
Partner with senior leadership across Client Experience, Product, Sales, and Marketing to strengthen client insights and inform strategy, prioritization, and client experience evolution.
Serve as a senior internal voice of the client, synthesizing feedback and trends to influence product roadmap and long-term platform direction.
Collaborate with Marketing and Business Development to identify strategic client success stories and proof points that support go-to-market and brand positioning.
Drive alignment across teams to ensure consistent client messaging, expectations, and delivery at scale.
Own retention and net revenue growth outcomes across the portfolio, ensuring clients continue to realize and expand value.
Set strategy and lead renewals, expansion, and churn mitigation in partnership with Client Success Managers.
Identify portfolio-level expansion opportunities and guide cross-sell and upsell efforts with Sales and Solutions.
Partner with senior leadership on revenue forecasting, risk assessment, and delivery against growth targets.
Establish and review portfolio-level performance metrics, including adoption, engagement, retention risk, and renewal outlook.
Lead executive-level business reviews and strategic planning sessions with clients.
What we're looking for
Experience: 5-8 years of experience in client success, account management, consulting, sales, or strategy roles; 3-5 years of people management experience, leading teams in a fast-paced, dynamic environment; Proven success managing complex client relationships, renewals, and revenue growth; Previous experience in sports, entertainment, or the brands space, preferably within a SaaS or technology organization.
Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization; Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions; Strong problem-solving skills with the ability to navigate complex customer challenges; Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously; Comfortable with frequent travel (up to 25%), including overnight stays.
Technical Proficiency: Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms; Knowledge of SaaS solutions and enterprise software products is highly preferred; Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations; Experience with the KORE intelligence platform is a plus.