Director of Client Success - Remote

Overview

The Director of Partner Success is a dynamic, strategic leader focused on maximizing partner satisfaction, retention, and growth within our agency. This role blends strategic insight, relationship management, and team leadership to ensure our Partner Success and Practice Growth Advisor teams consistently deliver exceptional value to our clients. Collaborating closely with the Directors of Operations and Director of Product, the Director of Partner Success will drive team performance and optimize outcomes to fuel partner success and loyalty.

In Short

• Create and implement strategies to drive partner satisfaction and long-term retention.
• Serve as the key advocate for partners, promptly addressing needs, resolving issues, and delivering effective solutions.
• Conduct regular partner reviews and check-ins, gathering insights to continually elevate the partnership experience.
• Lead and mentor the Partner Success and Practice Growth Advisor teams, fostering a collaborative and high-performance culture.
• Develop training programs and continuous improvement initiatives, enhancing the team's ability to provide strategic, consultative support to partners.
• Align team activities with business objectives, working closely with the founders, Director of Operations, and Director of Product on strategic initiatives.
• Track key metrics like engagement, utilization, and revenue to drive data-informed decisions.
• Consistently achieve high partner retention through proactive engagement, swift issue resolution, and alignment with partner goals.
• Drive strong satisfaction scores by fostering positive relationships and implementing effective partner success strategies.
• Increase revenue with each partner by promoting upsell and cross-sell opportunities.

Requirements

• Skilled in managing and growing partner relationships, addressing issues, and consistently enhancing satisfaction.
• Demonstrated experience in leading, mentoring, and inspiring teams.
• Proven ability to align partner success initiatives with broader business objectives.
• Adept in analyzing performance metrics and using data to make decisions.
• Effective in managing and resolving partner and team conflicts.
• 5+ years in customer or client success roles, including at least 3 years in a leadership role.
• Experienced in managing cross-functional teams and working with executives on strategic projects.
• Proficient with CRM and project management software.
• Highly organized with strong project management skills.
• Skilled at managing multiple priorities and making swift, effective decisions.

Benefits

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days and sick/personal days)
• Remote position (You MUST be located in the US.)