30 Lines · 2 months ago
Director of Client Success
United States
Full-time
Remote
Director/Executive
$80K/yr - $120K/yr30 Lines is a growing marketing technology studio focused on creating remarkable experiences for marketers and their customers. The Director of Client Success will lead the Client Success division, ensuring client satisfaction and retention through effective management of onboarding, account management, and support teams.
AdvertisingConsultingSoftware
Responsibilities
Lead and manage the team members (and team lead, as needed) of the Client Success division: Onboarding, Account Management & Technical Support
Work with the Product Directors on initiatives related to client campaigns and their success
Collaborate with Growth division on high-level analysis and documentation of client success metrics and recommended revenue expansion initiatives
Facilitate increased client satisfaction and success through the training and facilitation of the Client Success Team
Identify and communicate growth/improvement opportunities to Sales, Operations, and Product team leaders
Facilitate growth of Client Success Team members through training and personal professional development initiatives
Manage key enterprise stakeholders/accounts, as needed
Lead and manage the onboarding team, identifying opportunities for increased efficiency and improved customer experience
Together with the Director of Operations, define Account Manager internal processes optimizations and expectations
Lead, mentor, and expand the Client Success team
Foster a client-centric culture within the team and the broader organization
Develop and implement training programs for Client Success staff
Build and manage a top-notch onboarding process
Build and maintain strong, long-lasting customer relationships
Act as a point of escalation for resolving client issues
Understand customer needs and objectives, ensuring the company meets those needs
Develop and implement client success strategies that enhance client satisfaction, retention, and account growth
Monitor and analyze customer usage of our products or services
Identify revenue expansion opportunities for customers to increase the use of services or products
Work closely with sales, marketing, product, and support teams to ensure seamless client experience and the achievement of business goals
Provide feedback to the product team regarding client needs and product development opportunities
Track key account metrics (e.g., customer satisfaction, account retention, and growth rates)
Prepare reports on account status and present to leadership
Oversee client account management, including negotiating contracts and agreements to maximize profit
Qualification
Required
Bachelor's degree in Business Administration, Sales, or related field
Proven work experience in customer success, account management, or a similar client-facing role, preferably in the technology or services sector
Senior experience leading and managing teams
Strong interpersonal and communication skills
Excellent leadership abilities with a strategic mind
Ability to manage large accounts and face-to-face client interactions
Knowledge of customer success processes and CRM systems
Analytical skills to process and leverage data in decision-making
Benefits
Health insurance
401(k) with a match
Educational support
Bonus opportunities
Work from home/anywhere program
Competitive vacation and leave policies
Company
30 Lines
Marketing Agency and Software Provider
Founded in 2008
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Mike Whaling
President, Founder
Company data provided by crunchbase