Director of Client Success

Summary

Join Scale to Win, a fully remote political tech company, as their Director of Client Success. This pivotal role involves leading and developing a high-performing team of Client Success Managers, enhancing client support processes, and driving client success through proactive engagement and data-driven insights. You will oversee daily operations, implement quality metrics and SLAs, and act as the escalation point for high-stakes clients. Success in the first six months includes seamless team integration, process optimization, and improved client satisfaction. The ideal candidate possesses 5+ years of experience leading client-facing teams, strong emotional intelligence, and expertise in client success principles. This role requires proficiency with CRM systems, data analysis, and relevant technologies.

Requirements

• Build a high-performing, supported, and mission-aligned Client Success team through strong, human-centered leadership and coaching
• Optimize client support operations by implementing clear workflows, SLAs, and performance metrics that improve efficiency and service quality
• Strengthen client satisfaction, retention, and adoption through proactive engagement, data-driven insights, and strategic escalation management
• Serve as a knowledgeable product expert and internal resource, collaborating cross-functionally to surface feedback and improve tools
• Model a values-driven, emotionally intelligent approach that aligns with Scale to Win’s progressive mission and team culture
• 5+ years of experience coaching and developing high-performing teams, ideally in a client-facing role
• High Emotional Intelligence and Human-centered Leadership are second nature to you
• Role model for coachability and healthy feedback culture
• Familiarity with CRM systems, ticketing platforms, and QA tools (such as Hubspot, Zendesk, MaestroQA)
• Solid understanding, reporting, and use of CX data (CSAT, NPS, SLAs) for decision-making
• Experienced in strategic workforce management and capacity planning
• Strong understanding of client success principles and best practices
• Proven track record of retention and revenue growth initiatives
• Experience working with and supporting clients in a technology-driven environment
• Experience with relevant technologies, including texting and dialing tools, CRM software (Hubspot), email ticketing systems (e.g., Zendesk, Help Scout), and project management tools (e.g., Asana, Monday.com)
• Understanding of technical concepts and troubleshooting techniques
• Excellent written and verbal communication, interpersonal, and presentation skills
• Ability to effectively communicate complex information clearly and concisely to technical and non-technical audiences
• Strong problem-solving, critical thinking, and analytical skills
• High ownership and accountability, strong bias for action and follow-through, and meeting deadlines
• A collaborative team player with a positive and supportive attitude
• Flexibility and adaptability to changing priorities and evolving responsibilities
• Alignment with our mission and values to advance progressive causes and support Democratic candidates

Responsibilities

• Oversee the daily operations of the Client Success team, managing a team of Sr. and Client Success Managers
• Foster a positive and supportive team environment that encourages growth, collaboration, and high performance by providing ongoing coaching, mentorship, and professional development opportunities for team members
• In collaboration with other client-facing teams, streamline and optimize client support processes to improve efficiency and enhance overall client satisfaction
• Develop and implement a robust support pipeline in Hubspot to ensure proactive and consistent support throughout the client journey
• Implement and maintain quality and performance metrics and a service level agreement (SLA) to establish high-quality communication, performance, and quality standards
• Proactively identify issues through weekly and monthly data analysis and delivery and address clients' needs and pain points
• Develop and implement strategies to improve client adoption, retention, and overall satisfaction
• Conduct or oversee regular client check-ins to assess needs, gather feedback, and identify areas for improvement
• Develop and maintain a deep understanding of our products and services, including technical aspects
• Train and mentor the team on product knowledge, best practices, client success methodology, and troubleshooting techniques
• Be the Escalation point person for high-stakes clients and the team
• Collaborate with the Product teams to identify and report bugs and suggest improvements

Benefits

• $130,000 yearly base salary
• Ten paid company holidays, two floating holidays, and a week-and-a-half-long holiday break at the end of the year
• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave
• 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time
• Fully-paid premium, $0 deductible, top-notch medical insurance, and dental and vision insurance for you and your dependents, including domestic partner/spouse
• Remote working with flexible working conditions with ideal working hours of 10 am-7 pm CT (occasional weekend availability and weekend and evening hours are expected during high election season), a stipend to support your home office setup, and access to a company computer
• Every employee is invited to donate 25,000 free texts each year to a non-profit of their choice