Director of Client Success
$160,000–$160,000 year
Remote · United States
Job Summary
Director of Client Success leading a strategic CS organization within a fully remote political-tech SaaS environment. You will coach and scale a pod of 3+ Senior Client Success Managers, own a select portfolio of high-value accounts, and drive the design and optimization of CS infrastructure including QBRs/EBRs, Mutual Success Plans, and health scoring. The role combines high-level strategic leadership with hands-on execution, managing executive-level engagements, contract renewals, and business reviews while partnering with Product, Engineering, and Sales to translate client insights into actionable improvements. Candidate must excel at talent development, onboarding programs, playbook creation, and cross-functional collaboration, with a mission-aligned focus to advance progressive causes and support nonprofit campaigns. Remote work is available with travel as needed for client meetings and campaign activities.
Required Qualifications
- 5+ years of direct experience in Client Success or Account Management
- Proven experience leading teams of 3+ individuals
- Experience in SaaS or digital technology environments
- Ability to design and implement Mutual Success Plans, customer journey maps, and business-review frameworks
- Strong data-driven decision making and health-scoring
- Comfort working in a distributed, remote work environment
- Alignment with progressive causes and nonprofit campaigns
- Travel willingness as needed for client engagements
Desired Qualifications
- 5+ years of direct Client Success or Account Management experience
- Proven people management experience leading teams of 3+ individuals
- Experience in SaaS or digital technology environments
- Ability to design and iterate on customer-success playbooks, MAPs, and business-review frameworks
- Strong data-driven decision making and health-score development
- Experience working in remote work environments
- Domain experience with nonprofit organizations or political campaigns (Nice-to-have)
- Telephony or texting/dialing platforms experience (Nice-to-have)
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