Director Client Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Success based in United States.

This senior leadership role is responsible for driving client growth, retention, and long-term value across a portfolio of strategic accounts.

• Lead a team of Client Success professionals in delivering strategic client success objectives, while setting clear performance standards and fostering continuous professional development.
• Own regional services revenue and gross profit targets through in-contract growth, upselling, cross-selling, and timely contract renewals with minimal client or price churn.
• Develop and execute client contract strategies aligned with broader Client Success objectives, ensuring consistency across the regional account portfolio.
• Build and maintain strong relationships with strategic clients, understanding their business priorities and positioning relevant technology, managed services, support, consulting, and technical solutions.
• Partner with Client Success, Sales, Service Delivery, Consulting, and other client-facing teams to ensure consistent, effective, and value-driven customer engagements.
• Monitor major service delivery or relationship issues affecting key clients and intervene when necessary to protect relationships, retention, and commercial outcomes.
• Contribute to broader Client Success strategy and oversee regional programs that translate strategic priorities into measurable execution.
• Ensure alignment with the Client Success operating model and promote collaboration, knowledge sharing, and best practices across the regional and global community.
• Analyze financial metrics, operational reports, and client data to identify opportunities, assess performance, and determine appropriate business responses.
• Develop strong cross-functional relationships and advocate for Client Success priorities across the wider organization.
• Drive continuous capability development within the Client Success organization through coaching, mentoring, training, and the adoption of improved practices.

• Bachelor's degree or equivalent qualification in business management or a related discipline.
• Significant experience working in managed services, outsourcing, or a comparable IT services environment.
• Significant senior-management experience across sales, service, consultancy, or client success within a large-scale, preferably multinational, IT services organization.
• Demonstrated experience managing senior-level client engagements and commercial service relationships.
• Strong understanding of IT service environments, service operations, and ITIL practices; ITIL certification or working knowledge is preferred.
• Proven ability to build and maintain trusted relationships with senior stakeholders across internal functions and client organizations.
• Strong commercial acumen, including an understanding of revenue, expense management, profitability, growth, and other financial performance metrics.
• Ability to interpret complex data and reports, identify meaningful business insights, and translate findings into effective operating strategies.
• Strong understanding of commercial technology service offerings, including managed services, support services, consulting, and technical services.
• Excellent verbal and written communication skills, with strong questioning, listening, influencing, and negotiation capabilities.
• Significant leadership experience with the ability to establish performance standards, coach teams, and develop high-performing professionals.
• Ability to operate effectively within complex, matrixed organizations and align multiple stakeholders around shared client and business objectives.

• Remote working arrangement within the United States.
• Starting target compensation range of $160,000–$296,000, depending on location, experience, technical skills, and other qualifications.
• Eligibility for additional incentive compensation based on individual and/or company performance.
• Medical, dental, and vision insurance with employer contributions.
• Flexible spending account and/or health savings account options.
• Life and accidental death and dismemberment insurance.
• Short-term and long-term disability coverage.
• Paid time off and employee assistance resources.
• 401(k) program with company match.
• Additional voluntary and legally required benefits.
• Opportunity to lead a regional Client Success organization and influence broader strategic initiatives in a global IT services environment.
• Inclusive workplace committed to equal opportunity and professional growth.