Director of Client Success

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    "description": "<p><strong>Director of Client Success with Input 1 LLC - Fully Remote - Salary is 150K - 180K</strong></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>About the Role</strong></strong></p>\r\n\r\n<p>We&rsquo;re looking for a strategic and hands-on <strong><strong>Director of Client Success</strong></strong> 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.</p>\r\n\r\n<p>You&rsquo;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.</p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>What You&rsquo;ll Do</strong></strong></p>\r\n\r\n<p><strong><strong>Lead &amp; Evolve the Client Success Function</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Lead, coach, and develop a team of Client Experience Managers into proactive Client Success Managers</li>\r\n\t<li>Establish clear KPIs, workflows, and performance expectations</li>\r\n\t<li>Build a culture rooted in accountability, client advocacy, and continuous improvement</li>\r\n\t<li>Identify skill gaps and implement training to strengthen business, product, and operational expertise</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Own Client Relationships &amp; Growth</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Build and maintain strong executive-level relationships across key clients</li>\r\n\t<li>Act as an escalation point for complex client and operational challenges</li>\r\n\t<li>Shift the team toward proactive strategies focused on retention, optimization, and growth</li>\r\n\t<li>Partner with clients to improve workflows, increase product adoption, and expand services</li>\r\n\t<li>Lead strategic business reviews and drive long-term partnership success</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Drive Seamless Onboarding &amp; Implementation</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Oversee the transition of new clients from Sales to Operations</li>\r\n\t<li>Lead implementations for new clients, products, and programs</li>\r\n\t<li>Ensure timelines, expectations, and deliverables are clearly defined and met</li>\r\n\t<li>Identify and resolve gaps in processes, communication, and execution</li>\r\n\t<li>Deliver a best-in-class onboarding experience that builds trust from day one</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Collaborate Cross-Functionally</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Serve as the bridge between Clients, Sales, Product, Operations, and Technology</li>\r\n\t<li>Improve communication, alignment, and service delivery across teams</li>\r\n\t<li>Help prioritize scalable improvements that enhance both client experience and internal efficiency</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Deliver Operational &amp; Strategic Impact</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Define and track KPIs across client satisfaction, retention, onboarding, and performance</li>\r\n\t<li>Analyze trends and data to uncover opportunities for improvement</li>\r\n\t<li>Present insights and recommendations to executive leadership</li>\r\n\t<li>Contribute to the long-term strategy and evolution of Client Success</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>What Success Looks Like</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>High client satisfaction and retention across your portfolio</li>\r\n\t<li>A strong, engaged, and evolving Client Success team</li>\r\n\t<li>Smooth, efficient onboarding and implementation experiences</li>\r\n\t<li>Improved cross-functional alignment and reduced escalations</li>\r\n\t<li>Measurable improvements in client experience and operational efficiency</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>What You Bring</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Bachelor&rsquo;s degree or equivalent experience</li>\r\n\t<li>7&ndash;10 years in Client Success, Account Management, Operations, or related roles</li>\r\n\t<li>3&ndash;5+ years leading client-facing teams</li>\r\n\t<li>Experience managing executive-level client relationships and escalations</li>\r\n\t<li>Strong operational mindset with experience in implementations and service delivery</li>\r\n\t<li>Proven ability to lead cross-functional initiatives</li>\r\n\t<li>Analytical, data-driven, and comfortable with KPIs and reporting</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Preferred:</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Experience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial Services</li>\r\n\t<li>Background in process improvement or scaling operations</li>\r\n\t<li>Familiarity with CRM and workflow systems</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>How You Work</strong></strong></p>\r\n\r\n<ul>\r\n\t<li>Strategic thinker who isn&rsquo;t afraid to roll up their sleeves</li>\r\n\t<li>Strong communicator who can influence at all levels</li>\r\n\t<li>Problem-solver who thrives in fast-paced, evolving environments</li>\r\n\t<li>Leader who develops people and builds high-performing teams</li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Our Values</strong></strong></p>\r\n\r\n<p>At Input 1, how we work matters just as much as what we achieve. We value:<br />\r\n<strong><strong>Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and Compassion</strong></strong></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><strong><strong>Additional Information</strong></strong></p>\r\n\r\n<p>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.</p>\r\n",
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