Ad Astra · 2 months ago
Director of Client Success
Overland Park, KS, US
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expAd Astra is helping higher education in its mission to advance timely student completions. The Director of Client Success plays a pivotal role in ensuring clients achieve measurable results and sustained value through our solutions by building trusted partnerships and driving product adoption.
ConsultingEducationSoftware
No H1B
Responsibilities
Ensure clients achieve measurable outcomes and sustained value aligned to their institutional goals
Lead a forward-deployed Client Success team focused on proactive engagement, product adoption, and tangible ROI
Quantify and communicate the business impact clients gain from our solutions through data-driven insights, benchmarks, and success metrics
Develop and execute strategies to maximize Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
Drive Expansion ARR through strong adoption, strategic relationships, and identification of upsell opportunities
Oversee client migrations to our new, modern platform, ensuring a seamless, value-driven transition experience
Collaborate with Sales leadership to execute go-to-market plans that grow revenue through expansion sales at existing clients
Ensure teams consistently meet or exceed revenue and retention goals
Build and maintain executive-level partnerships with client institutions, positioning Ad Astra as a trusted advisor and strategic innovation partner
Guide Client Success Managers to lead with Client Success Plans, Business Reviews, and performance scorecards that demonstrate progress and impact
Directly manage strategic client relationships as needed, providing leadership, expertise, and advocacy to ensure successful outcomes
Develop frameworks to monitor and enhance client adoption across all product lines
Partner with Product, Engineering, and Services to align client feedback and ensure solutions deliver measurable results
Liaise with internal teams to manage and track client commitments, deliverables, and success milestones
Lead, mentor, and scale a high-performing Client Success organization focused on value delivery and measurable impact
Institutionalize data and metrics in everyday operations by creating standardized reports on benchmarks, utilization, retention, and expansion pipelines
Establish consistent processes, playbooks, and training to ensure predictable and repeatable success across client engagements
Facilitate weekly Client Success team meetings and reporting cadences; actively participate in cross-functional leadership and sales meetings
Represent the Client Success function in strategic planning sessions, advocating for client needs and market-informed priorities
Qualification
Required
5+ years of experience leading Client Success teams, preferably in SaaS B2B businesses
Bachelor's degree in business, sales, marketing, or equivalent training in business, Client Success, or Sales management
Ability to interact with enterprise Client teams at various levels of technical and non-technical depth
Experience establishing business measures and reporting on success metrics
Proven ability to develop executive champions at a strategic level
Ability to guide, coach, and manage multiple direct reports
Track record of developing growth strategies and tracking Client success
Experience leading and implementing a client-centered and value-focused Client engagement model
Ability to lead projects, delegate tasks, and track progress of team initiatives
Experience creating proposals and SOW's and presenting terms to Clients
Proven ability to meet and exceed retention and expansion targets
High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
Preferred
Experience in Higher Ed tech
Benefits
Competitive Compensation & Benefits Package
401(k) with Profit Sharing
Flexible Time Off
Office Dog!!
Company
Ad Astra
Ad Astra is the trusted partner of 500+ colleges, universities, and systems committed to graduating more students faster.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nicole Dingley
Vice President of Marketing ★ Business Transformation ★ Cross-Functional Leadership
Company data provided by crunchbase