Senior Director, Client Success
HybridAtlanta, Georgia, United States
Job Summary
Design and implement a scalable, repeatable client onboarding framework from contract execution through full platform adoption. Serve as the primary point of contact for client integrations, coordinating with Engineering and Data teams for seamless data migration, API connectivity, and system configuration. Develop onboarding playbooks, training materials, and tailored project plans for diverse client needs while proactively managing timelines to accelerate time-to-value. Build trusted relationships with senior stakeholders at institutional lenders, servicers, and debt fund clients, leading regular business reviews to assess platform performance and identify expansion opportunities. Monitor client health metrics and advocate for clients internally by translating feedback into actionable input for the Product roadmap. Oversee user acceptance testing for new releases, establish quality standards for data accuracy and regulatory compliance, and partner with Product and Engineering to resolve client-reported issues. Define, track, and present key quality and satisfaction metrics to executive leadership. Build, mentor, and lead a high-performing client success team, including onboarding and QA specialists, while collaborating cross-functionally with Sales and Marketing to ensure alignment on client commitments and go-to-market activities.
Required Qualifications
- Bachelor's degree in Business, Finance, Real Estate, or a related field (or equivalent experience)
- 10+ years of experience in client success, account management, or professional services
- At least 4 years in a senior leadership role within a SaaS or B2B technology company
- Demonstrated experience building scalable client onboarding frameworks and post-sale processes in a high-growth technology environment
- Strong domain knowledge in commercial real estate finance (e.g., CRE lending, loan servicing, CMBS, GSE, or debt fund operations)
- Proven ability to manage complex, multi-stakeholder relationships with institutional clients
- Experience overseeing user acceptance testing (UAT) and collaborating with Product and Engineering teams to drive platform quality
- Strong data orientation with the ability to define, track, and report on client health, satisfaction, and quality metrics at the executive level
- Excellent communication, presentation, and relationship-building skills with senior client stakeholders
- Experience working cross-functionally with Product, Engineering, Sales, and Marketing teams
Desired Qualifications
- MBA or other advanced degree
- Experience in a dynamic startup or growth-stage environment
- Experience with regulatory compliance or audit processes relevant to commercial real estate or financial services
- Experience managing international client relationships or supporting global client bases
- Experience building and scaling client success teams from the ground up
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