Director, Client Success

Director of Client Success                     

As the Director of Client Success, you will be a key partner in increasing client adoption, expanding client relationships and helping to grow incremental business through leading a department of amazing Client Success and Product experts.  

You will work closely with the Director of Client Experience, as well as the Account Management, Implementation and Product Support teams to help ensure a seamless experience with the DealCloud product for the client. 

The ideal candidate will possess a strong client service mentality, have a well-developed sense of empathy for client situations and have proven leadership and relationship-building skills. 

What you’ll do:  

• Oversee a world-class client success department that focuses on client satisfaction through product adoption, training, and being a solution expert for our clients 
• Provide career development for your direct reports (people managers)  
• Guide team managers to display excellence in hiring and retaining exceptional talent, focus on individual development through 1 on 1s, ongoing coaching, performance reviews and career development  
• Lead a team that continuously improves in its quality and effectiveness at driving client satisfaction 
• Optimize client lifecycle by driving initiatives that improve engagement based on client segmentation 

• Champion the client experience and build strong relationships through collaboration across internal key functions, including Sales and Account Management, Product, Engineering, Professional Services, and Marketing 
• Further develop and define client adoption targets and manage adoption metrics 
• Act as a point of escalation to mitigate risk and overcome challenges 
• Leverage data-driven analytics to present focused initiatives to increase output and quality of the team’s client engagements 
• Standardize activities for the CS team for each point in the journey based on the client engagement model 
• Drive improvements to workflows and processes to streamline internal communications between CS and cross-functional teams 
• Advocate for client needs by providing client insight to Product team for new features, functionality and enhancements 
• Achieve results while maintaining and growing a fun and inspiring culture 
• Become an expert in all DealCloud products and services 

What you'll get: 

• Competitive compensation 
• Challenging and rewarding work 
• Generous benefits package 
• An incredible team of smart people to work with 

What you’ll need:  

• 7+ years experience in managing a client success or account management team focused on product adoption and client retention 
• 10+ years SaaS client success or account management experience with a demonstrated track record of success 
• Bachelor’s degree or equivalent experience

• Experience with account management or sales software 
• A team player who knows how to motivate teams and clear obstacles to deliver excellent results 
• Strategic thinker who is comfortable using data and insights to identify and solve problems, and build effective teams 
• Proven ability to set clear and deliverable goals - demonstrate tenacity and a commitment to deliver and be accountable for results 
• Experienced at utilizing reporting tools to optimize performance and generate high-impact management reporting 

• Ability to thrive in a fast-paced, deadline-driven, high growth environment 
• Excellent problem solving skills with attention to detail and a drive to deliver excellent results 
• Self-motivated, strong work ethic, and a “whatever it ethically takes to get it done” mentality 
• Willingness to roll-up up your sleeves to get the job done while contributing to the overall success of the company 
• Strong organizational skills and is an effective planner 

• Experience with SaaS (cloud based) software deployments 

Bonus if you have: 

• Knowledgeable on/experienced with back/middle office operations at private capital firms  
• Have deep understanding of financial modeling, reporting and analysis  
• Are an Excel expert (advanced Lookup functionality and structuring of pivot tables) 

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