Experian · 3 hours ago
Director, Client Success - Remote
United States
Full-time
Remote
Director/Executive
10+ years expExperian is a global data and technology company, powering opportunities for people and businesses around the world. The Senior Director of Client Success is responsible for guiding the transformation to a platform and software-driven company, ensuring post-sale value delivery and driving retention and growth across customer segments.
AnalyticsBig DataCyber SecurityFinTechFraud DetectionInformation Services
Responsibilities
Champion the transition to a platform and software business model, aligning client success strategies with evolving company offerings
Develop change management initiatives to support clients and internal teams through the transformation
Redefine engagement models to address the needs of platform and software customers, including onboarding, training, and ongoing value realization
Hire, mentor, and lead a high-performing team of CSMs, providing them with the skills and tools needed for platform/software client engagement
Commitment to professional development and continuous learning culture to technology-driven change and client expectations
Oversee the evolution of onboarding, renewal, expansion, and advocacy programs to reflect our new value proposition
Collaborate with Product, Engineering, Sales, Marketing, and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements
Be the bridge between clients and internal teams, translating client needs into actionable insights for product development
Drive adoption of new platform features and software modules, ensuring clients achieve measurable business outcomes
Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem
Manage escalations and maintain executive-level relationships with strategic clients, serving as a trusted advisor during the transition
Leverage data analytics to track metrics such as onboarding speed, platform adoption, health scores, and Net Revenue Retention (NRR)
Refine customer journeys and success programs for effectiveness in a platform/software environment
Partner with executive leadership to translate our strategic vision into tactical execution across the Customer Success organization
Be the voice of the customer in company planning, ensuring client needs shape the evolution of the platform and software offerings
Qualification
Required
Bachelor's Degree
10+ years' experience related sales or sales operations experience
7+ years' experience leading and scaling Customer Success teams in SaaS, platform, or recurring revenue environments
Success in delivering retention and growth outcomes through customer lifecycle management during periods of transformation
Cross functional leadership, strategic influence, and change management capabilities
Metrics-focused, with demonstrated ability to deploy Customer Success tools and frameworks in a platform/software context
Benefits
Great compensation package and bonus plan
Core benefits including full medical, dental, vision, and matching 401K
Fully remote environment
Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Company
Experian
Experian is a data analytics and consumer credit reporting company.
10001+ employees
H1B Sponsorship
Experian has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (18)
2023 (9)
2022 (16)
2021 (19)
2020 (23)
Funding
Current Stage
Public CompanyTotal Funding
$1.31MKey Investors
Fair4All Finance
2025-11-25Grant· $1.31M
2006-10-11IPO
Leadership Team
Brian Cassin
Chief Executive Officer
Chris Fletcher
CPO / SVP Cloud & Decisioning Software
Recent News
2026-01-09
2026-01-08
Company data provided by crunchbase