HighlightTA ยท 1 day ago
Director, Client Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expHighlightTA is the on-demand talent team for Q4, which is an AI-driven IR Ops Platform. The Director of Client Success will lead the Client Success Manager team, focusing on client retention and product adoption while ensuring a world-class client experience.
Human Resources
Responsibilities
Lead, grow and evolve a highly motivated and successful team of Client Success Managers with a heavy focus on Investor Relations tools and management
Foster a culture of trust, collaboration, growth and iteration
Collaborate with leaders to define people strategy including talent acquisition, training & development, goal setting, coaching & feedback and performance management
Lead team meetings and communicate expectations, process changes, strategy, requirements and business updates
Monitor and measure performance; provide feedback and lead quarterly performance evaluations
Oversee and manage hiring, onboarding and training. Decision making ability around hire/retention
Lead and/or partner with CS team or cross-functional teams (Account Management, Support, Events, Sales, Activations, Product, Marketing) to build and facilitate training, best practices, and processes to elevate team skills, knowledge and overall success
Own the achievement of key performance indicators (KPIs) for the team, specifically relating to client retention/churn reduction, product adoption rates, and measurable value realization
Develop, lead and delegate key initiatives, process/workflow, or programs that align with strategic business priorities. Monitor and report on progress and results. This includes a strategic upgrade project that touches most client programs
Collaborate on and drive Client Success programs and playbooks during all stages of the client lifecycle focusing on retention, expansion, and optimization of process and product adoption
Establish and enforce rigorous data quality standards for all client success metrics, reporting, and client health scoring within the CRM/CS platform to ensure data integrity
Leverage client data and platform usage analytics to identify at-risk clients, uncover opportunities, and drive proactive, data-informed outreach strategies
Provide accurate, timely, and insightful forecasting and reporting on Client Success performance to the executive leadership team
Monitor client health and advocate for the client in all interactions
Monitor and report on key Client Success indicators: retention, CSAT, NPS, Client Health
Play a lead role in resolving client escalations. Collaborate with internal teams and resolve client issues effectively and with urgency
Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices
Acquire and maintain a strong working knowledge of Client Success models, programs, trends and best practices to continually develop CSMs and optimize client journey & success
Become a knowledge expert on all Q4 products and services; supporting the expansion strategy
Non-business hour monitoring of critical client and employee activities and providing CSM support during events such as quarterly earnings
May also perform some of the responsibilities found at the Senior Director level
Qualification
Required
Minimum of 5 years of progressive experience in a Client Success, Account Management, or Consulting role within a B2B SaaS or technology environment
A minimum of 2 years of direct people management experience, specifically leading and mentoring a team of Client Success Managers (CSMs), Account Managers, or other client-facing professionals
Demonstrated history of being Outcome/Project Driven, with a strong portfolio showcasing successful management of complex client projects from initiation to completion, ensuring alignment with defined client business outcomes
Proven expertise in client escalation management, including the ability to take ownership of high-priority and sensitive client issues, develop strategic recovery plans, and effectively communicate with executive-level stakeholders to resolve conflicts and restore client trust
Inspiring, motivational leader who rallies teams around a shared mission, builds a positive high-performance culture, and elevates each team member through coaching and empowerment
Strong analytical skills with experience defining, tracking, and reporting on key Client Success metrics (e.g., Net Revenue Retention, Churn Rate, CSAT/NPS, Time-to-Value)
Excellent communication, presentation, and negotiation skills across all levels of an organization, both internally and externally
Benefits
Flexible benefit plans, wellness, lifestyle and parental leave top-up if you have a growing family
Flexible paid time off and benefit program
Retirement plans
30-day work-from-anywhere program
A flexible work environment
Learning allowance
Mentorship
Leadership forums
Gig programs
Company
HighlightTA
At HighlightTA, we simplify hiring by embedding talent partners into your team, leading recruitment projects, or managing your entire talent function.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase