Offer summary

Qualifications:

5+ years of leadership experience in B2B client success or customer service., Proven track record of managing high-performing teams in a high-growth environment., Exceptional communication skills with the ability to influence and build trust across stakeholders., Experience with systems thinking, data analysis, and operational process design..

Key responsabilities:

Lead and mentor the Talent Coordinator team to achieve departmental KPIs and provide exceptional support.

Act as a strategic problem-solver in complex situations to protect client relationships and enhance CP performance.

Own and optimize processes and workflows to improve efficiency and the quality of the client/CP experience.

Develop scalable success strategies to reduce attrition and strengthen long-term client-CP partnerships.

Job description

This is a remote position.

Mission:

To help companies and talent fulfill their dreams and potential.

Who We Are:

At WorkBetterNow (workbetternow.com), we connect exceptional talent from Latin America with dynamic U.S.-based companies. Our mission is to provide meaningful, full-time virtual roles for talented professionals while helping businesses scale with incredible support. We are a fast-growing, mission-driven company with ambitious goals—and we’re looking for strong leaders to grow with us.

Our Core Values:

Put our CPs first
Pursuit of excellence & continuous learning
Integrity and transparency
Ownership mentality
Pursuit of growth
Excellent attitude

Role Overview:

We are seeking a strategic and people-focused Director of Success to lead our Success Coach (SC) team and elevate the experience for both our clients and our Certified Professionals (CPs). This is a senior leadership role requiring a strong operational mind, exceptional team leadership skills, and a proactive, solution-oriented mindset.

The ideal candidate has extensive experience managing high-value, B2B service delivery, building scalable processes, navigating complex client dynamics, and leading high-performing teams in a fast-paced environment.

Key Responsibilities:

Lead, manage, and mentor the Talent Coordinator team to consistently achieve departmental KPIs and deliver exceptional support to both client and CPs.
Act as a strategic problem-solver, stepping into complex or high-risk situations to drive resolutions that protect client relationships and elevate CP performance.
Own and optimize process design, workflows, and internal systems to improve efficiency, performance tracking, and the overall quality of the client/CP experience.
Develop and implement scalable success strategies that reduce attrition, improve onboarding, and strengthen long-term client-CP partnerships.
Work cross-functionally with Sales, Talent, and Operations teams to ensure alignment and drive continuous improvement across the client and CP journey.
Analyze performance data and feedback to identify trends, risks, and opportunities for improvement—then build solutions that drive outcomes.
Champion a culture of ownership, growth, and excellence within the Success Coach team.
Hire, train, and develop Success Coaches while holding the team accountable to clear standards.
Make department-level decisions and take swift, thoughtful action on escalated CP or client issues.

Requirements

5+ years of experience in a leadership role within B2B client success, customer service.
Proven track record of leading high-performing teams and delivering outstanding customer experiences in a high-growth environment.
Strong leadership presence with the ability to manage through complexity, ambiguity, and competing priorities.
Exceptional communication skills—both verbal and written—with the ability to influence team members and build trust across multiple stakeholders.
Deep experience with systems thinking, data analysis, and operational process design.
Highly organized, with excellent judgment and a proactive, solutions-first mindset.
Comfortable making difficult decisions and leading through change.
Experience with remote, international teams is a plus.