About the Role
We’re looking for a strategic and hands-on Director of Client Success to lead and evolve our Client Success function. This is a high-impact leadership role responsible for shaping our client partnerships from onboarding through long-term growth.
You’ll lead a team, strengthen executive-level client relationships, and help transform our approach from reactive support to proactive, growth-focused client success. If you thrive at the intersection of strategy, operations, and relationship management and enjoy building teams while staying close to the work, this role is for you.
What You’ll Do
Lead & Evolve the Client Success Function
- Lead, coach, and develop a team of Client Experience Managers into proactive Client Success Managers
- Establish clear KPIs, workflows, and performance expectations
- Build a culture rooted in accountability, client advocacy, and continuous improvement
- Identify skill gaps and implement training to strengthen business, product, and operational expertise
Own Client Relationships & Growth
- Build and maintain strong executive-level relationships across key clients
- Act as an escalation point for complex client and operational challenges
- Shift the team toward proactive strategies focused on retention, optimization, and growth
- Partner with clients to improve workflows, increase product adoption, and expand services
- Lead strategic business reviews and drive long-term partnership success
Drive Seamless Onboarding & Implementation
- Oversee the transition of new clients from Sales to Operations
- Lead implementations for new clients, products, and programs
- Ensure timelines, expectations, and deliverables are clearly defined and met
- Identify and resolve gaps in processes, communication, and execution
- Deliver a best-in-class onboarding experience that builds trust from day one
Collaborate Cross-Functionally
- Serve as the bridge between Clients, Sales, Product, Operations, and Technology
- Improve communication, alignment, and service delivery across teams
- Help prioritize scalable improvements that enhance both client experience and internal efficiency
Deliver Operational & Strategic Impact
- Define and track KPIs across client satisfaction, retention, onboarding, and performance
- Analyze trends and data to uncover opportunities for improvement
- Present insights and recommendations to executive leadership
- Contribute to the long-term strategy and evolution of Client Success
What Success Looks Like
- High client satisfaction and retention across your portfolio
- A strong, engaged, and evolving Client Success team
- Smooth, efficient onboarding and implementation experiences
- Improved cross-functional alignment and reduced escalations
- Measurable improvements in client experience and operational efficiency
What You Bring
- Bachelor’s degree or equivalent experience
- 7–10 years in Client Success, Account Management, Operations, or related roles
- 3–5+ years leading client-facing teams
- Experience managing executive-level client relationships and escalations
- Strong operational mindset with experience in implementations and service delivery
- Proven ability to lead cross-functional initiatives
- Analytical, data-driven, and comfortable with KPIs and reporting
Preferred:
- Experience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial Services
- Background in process improvement or scaling operations
- Familiarity with CRM and workflow systems
How You Work
- Strategic thinker who isn’t afraid to roll up their sleeves
- Strong communicator who can influence at all levels
- Problem-solver who thrives in fast-paced, evolving environments
- Leader who develops people and builds high-performing teams
Our Values
At Input 1, how we work matters just as much as what we achieve. We value:
Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and Compassion
Additional Information
Input 1 is a dynamic organization, and responsibilities may evolve based on business needs. We are committed to providing reasonable accommodations in accordance with applicable laws.
