Director, Client Success

Summary

Join Juvare, a leading SaaS company, as the Director, Client Success! Lead and scale a team of Client Success Managers, driving revenue retention, renewal timeliness, client satisfaction, and expansion. You will optimize client engagement and adoption, fostering strong relationships and influencing cross-functional teams. Develop tech-touch resources, oversee key performance metrics, and manage our CS technology stack (Gainsight). Success will be measured by tangible markers of revenue retention, renewal timeliness, upsells, and successful business reviews. This remote US-based role requires a proven track record in SaaS client success leadership and data-driven decision-making.

Requirements

• 7+ years of experience in client success, account management, or a related field within a SaaS environment
• 3+ years of leadership experience, managing and developing client success or client support teams
• Proven track record of driving client retention, satisfaction, and expansion
• Strong strategic thinking and problem-solving skills
• Excellent communication and relationship-building skills
• Ability to analyze data, generate insights, and make data-driven decisions
• Experience with client success tools such as Gainsight and Salesforce
• Passion for client advocacy and delivering an exceptional client experience

Responsibilities

• Develop and execute a comprehensive client success strategy to drive revenue retention, satisfaction, and growth
• Lead, mentor, and grow a team of Client Success Managers (CSMs) to ensure timely renewals and deep client adoption
• Execute to currently established and track key performance metrics (KPIs) related to revenue retention, engagement and adoption, and expansion
• Build strong relationships with key clients to understand their goals, challenges, and success metrics
• Collaborate with Sales, Professional Services, and Marketing teams to optimize client onboarding, adoption, and expansion strategies
• Partner with Product and Engineering teams to provide client feedback and influence the product roadmap
• Develop tech-touch resources to enable the CSM team to scale with fewer low-impact 1:1 interactions
• Develop and refine processes to scale client success operations effectively, including administration of Gainsight
• Represent the voice of the client in executive meetings and strategic initiatives

Preferred Qualifications

• This position is subject to compliance with the Export Administration Regulations (“EAR”) and may require a U.S. person status verification
• Candidates may be required to undergo an SF-85 background check for certain government-related projects
• As the Company is a partner with the United States government, this position may require access to sensitive government information. Accordingly, candidates must be capable of passing an SF-85 background check and obtaining public trust clearance if required