Director of Client Success

The Role

The Director of Client Success will architect the operational backbone of our post-sale organization, standing up the processes, reporting, and technical fluency, while leading and scaling a team of Client Success Associates.

What You'll Do

• Build & Own the Operating System for Client Success
• Audit current onboarding, project management, and escalation processes; identify gaps and build the improve playbooks
• Own the operational metrics such as revenue updates, invoicing status, and the ratio of accounts in-process versus stalled
• Communicate with executive leadership effectively regarding any and all things related to the CS department
• Develop genuine fluency in R&D tax credits and the other incentive programs Onshore works in, well enough to field the hard client questions yourself
• Serve as the escalation point between the Client Success team and Account Executives / leadership when a client relationship or technical issue needs a senior hand
• Lead technical discovery on complex accounts and translate client business operations into clear requirements the rest of the team can execute against — including unresponsive or at-risk clients, where you set the plan of action
• Lead and Grow a High-Performing Team
• Directly manage our growing team Client Success Associates, with a mandate to grow and scale the team as the business expands
• Own the full management cycle: feedback, coaching, career development, and performance management
• Build a "roll up your sleeves" culture — one where the team is proactive, adaptable, and comfortable doing whatever the client and the business need

What You Bring

• 10+ years in Client Success or Account Management within a SaaS, Fintech, or professional services environment, including at least 3 years leading and managing a team
• Strong operational background — you've rebuilt a process from scratch, not just followed one
• Experience standing up a Client Success function at an early- or growth-stage company
• Genuine technical curiosity: comfortable getting deep into a subject matter (tax, compliance, or a similarly technical domain) and willing to learn R&D tax credit work in depth
• Track record of using data to drive decisions, track team performance, and get ahead of churn before it happens
• Exceptional communication and presence — equally comfortable in a difficult client conversation and an internal leadership meeting
• Deep comfort with CRM and project management tools (Salesforce, etc.), and the ability to speak credibly with both engineers and executives
• Bachelor's degree in Business, Technology, or a related field