Director of Client Success

This is a hybrid position that requires working in the office on Tuesday, Wednesday, and Thursday, while allowing remote work on Monday and Friday.

Are you a strategic leader who thrives on building high-performing teams and driving client success? At ConsumerAffairs, we’re looking for a dynamic Director of Client Success to lead our Reputation Management division, empowering our team to help clients maximize value, drive product adoption, and ensure seamless renewals.

In this pivotal role, you’ll shape strategies, lead with impact, and foster strong, lasting partnerships with our clients. You’ll be the driving force behind client satisfaction and retention, using your leadership skills to guide your team, influence cross-functional stakeholders, and achieve key business goals.

What You'll Do:

Define the vision and strategic plan of a world-class Client Success team, driving client satisfaction and long-term growth.

Design and implement best practices and scalable business processes that elevate the Client Success team’s impact and efficiency.

Deliver exceptional leadership to ensure your team is motivated, engaged, and aligned with the mission and vision of ConsumerAffairs.

Recruit, mentor, groom, and inspire a high-performing Client Success team, fostering both personal and professional growth.

Develop and execute strategies that boost product adoption, maximize value realization, and secure successful renewals.

Work cross-functionally to ensure alignment on strategies, deliverables, and client goals.

Effectively communicate key successes, challenges, and insights to leadership, ensuring transparency and collaboration.

Define customer segmentation and tailor strategies and tactics to specific client needs across different segments.

Drive customer outcomes by focusing on product adoption, client success, and creating an ideal customer journey.

Oversee client lifecycle processes, creating impactful materials to support each stage of the journey.

Ensure KPI accountability by equipping team members with clear metrics, goals, and a roadmap for success.

Establish trusted advisor relationships with key clients to reinforce value and deepen partnerships.

Guide the team in uncovering client goals, helping them define and demonstrate the value achieved.

Be the escalation point for internal and external issues, ensuring quick resolutions and positive client experiences.

Manage renewal cycles effectively, reducing churn, driving growth, and accurately tracking renewal metrics.

Identify revenue expansion opportunities through upselling, cross-selling, and new business strategies.

Reduce client churn and foster greater client advocacy and referenceability.

Maintain data accuracy to achieve operational excellence and inform data-driven decision-making.

Bachelor’s degree in Business Administration, Marketing, or a related field.

7–10 years of progressive experience in Client Success, with a strong background in leading and managing high-performing client success teams.

Demonstrated success in overseeing client portfolios, driving client retention, and achieving growth targets.

Hard/Technical Skills

• Proven track record of building and nurturing long-term relationships with large, enterprise clients, ensuring client satisfaction and loyalty.
• Leadership experience in managing both direct and indirect reports within fast-paced, growth-oriented environments.
• Expertise in customer experience strategies that drive value realization and enhance client outcomes.
• Strong understanding of key performance indicators (KPIs), including customer satisfaction, retention rates, and client engagement metrics.
• Agile negotiation skills with the ability to balance client needs and company objectives in real-time.
• Proficiency in MS Office and G-Suite, with hands-on experience using CRM platforms (e.g., Salesforce).
• Familiarity with Customer Success Platforms (e.g., ChurnZero, Gainsight) is highly recommended.

Soft Skills

• Exceptional judgment and a strong strategic perspective, coupled with the willingness to experiment, adapt, and pivot as needed.
• Outstanding communication and negotiation skills, enabling seamless collaboration with internal teams and external stakeholders.
• Problem-solving mindset with a proactive approach to overcoming challenges and identifying opportunities.
• Creative thinker who challenges the status quo and drives continuous improvement.
• Customer-obsessed—passionate about delivering exceptional experiences to both internal and external clients.
• Takes ownership of decisions and outcomes, demonstrating accountability and transparency, whether results are good or bad.
• Maintains a results-driven focus, committed to delivering high-impact outcomes while encouraging a growth mindset.
• Actively seeks feedback to improve processes and performance, fostering a collaborative, solutions-oriented team environment.

If you’re a leader who thrives on building lasting client relationships, driving measurable results, and fostering team success, we encourage you to apply!

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Hybrid Schedule
• Free Food & Snacks
• Equity Plan