Director of Client Success

Role Overview

As attendees of our training programs know, we don’t just offer business advice—we provide a transformative experience that drives real results. This is at the heart of our mission: We are business professionals committed to serving other business professionals. Our purpose is to serve.

The Director of Client Success plays a pivotal role in our company, serving as the voice and advocate of our clients. In this role, you will ensure that every decision, every meeting, and every action aligns with the best interests of our clients. Your focus on the client experience is crucial to the success of our mission.

This role encompasses three core functions: advising, enacting, and learning.

Key Responsibilities

Advising:

• Offer expert guidance to business owners at our workshops and training programs.
• Present on broad business fundamentals and client success/experience/support topics.
• Engage in roundtable discussions with clients, fielding questions on client success-related topics.
• Occasionally provide advice or lead project work within our company’s portfolio.
• Coach and mentor team members, fostering their professional growth.

Enacting:

• Lead and implement client success, experience, and support initiatives as we scale our training division.
• Develop and execute a client success strategy, managing a team dedicated to client support and success.
• Build and maintain strong relationships with both clients and internal teams.
• Champion a culture of strong communication, both written and verbal, reflective of your leadership role.
• Utilize data and metrics to drive client success efforts, developing KPIs to measure and enhance performance.
• Create SOPs and processes to ensure we can scale effectively while delivering an exceptional client experience.

Learning:

• Embrace a growth mindset, continuously learning and improving your leadership skills.
• Attend training sessions and seek out ‘challenge projects’ to push your limits and grow.
• Create growth opportunities for your team, encouraging continuous development.

Outcomes Expected

• Client Advocacy: Champion the client experience and ensure their voice is represented internally.
• Strategy & Execution: Develop and execute a strategy for the department that maximizes client satisfaction and lifetime value.
• Client Relationships: Build long-term partnerships with clients, driving revenue growth and reducing churn.
• Data-Driven Insights: Develop and refine methods of collecting client feedback and analyze this data to inform strategic decisions.
• Training & Mentorship: Develop training programs and SOPs for the Customer Success team, enhancing client experience, retention, and efficiency.
• Leadership & Team Management: Lead the Customer Success team, managing client inquiries, and coaching team members to achieve high performance.
• Cross-Functional Collaboration: Work closely with other departments to ensure alignment on client-related initiatives and to improve the overall customer experience.
• Scalable Systems: Create systems that support expansion revenue and upsell/cross-sell opportunities.
• Client Excellence Culture: Foster a culture of client excellence throughout the organization.

Required Qualifications

• Experience: 8+ years in customer success management or a similar role, with direct reports.
• Preferred Experience: 3+ years in a service or hospitality company where client experience is a priority.
• Leadership: Experience in a fast-paced, startup-like environment, comfortable with ambiguity and adaptable to change.
• Customer-Centric: Demonstrated passion for understanding customers and building a culture that supports a positive customer experience.
• Problem Solving: Creative problem solver with a history of challenging the status quo and finding new solutions.
• Communication: Highly skilled in presentation and communication, both verbal and written.
• Expertise: Proven track record in customer experience, with a focus on driving satisfaction, retention, and growth.
• Organizational Skills: Strong project management and organizational skills.
• Analytical Skills: Strong ability to analyze data and make informed decisions.
• Integrity: Demonstrated integrity and dedication to achieving objectives effectively and efficiently.
• Technical Skills: Proficient in Microsoft Excel, PowerPoint, and documenting process flows.
• Autonomy: Self-motivated, detail-oriented, and able to work independently.
• Growth Mindset: Strong work ethic with a passion for continuous learning and improvement.
• Flexibility: Willingness to travel and participate in remote meetings across different time zones.

Location

This is a full-time position based in Las Vegas with a hybrid work model (approximately 3 days in-office per week).

ROLE

Attendees at our training programs don’t just receive business advice–they partake in a transformational experience that delivers results. This is consistent with our mission: We are business professionals serving other business professionals. We exist to serve.

The Director of Client Experience role, in one sentence, is to champion for our clients. And this is a critical role within our company, given its importance to fulfilling our mission. In every meeting, you will speak on behalf of the client. In every decision, you will force us to consider the implications for our client. With every action, you ensure alignment with our client’s best interests.

Tactically, the role involves three core elements: advising, enacting, and learning.

Advising:

You will be expected to advise other business owners at our workshops and training programs. You will present on both broad business fundamentals and topics related to client experience/success/support. You will also field questions–typically during roundtable sessions with clients–about topics related to client success.

From time to time, you may be asked to provide advice (or even lead project work) within the Company’s portfolio. And, as a leader within our company, you will be expected to coach others to support the growth of other team members.

Enacting:

You will be responsible for leading client experience, success, and support related initiatives as we scale the training division. This includes setting a CS/CX strategy, executing on that strategy, and managing a team of client support or success focused professionals who can respond to the needs of our clients.

A large part of the role will entail cultivating strong relationships with both clients and members of our team. You must exemplify a strong communication ethic–both written and verbal–commensurate with your role as a leader in our company and a champion of our clients.

We believe that data and metrics are a key element of any client experience function. Therefore, you will be expected to capture data, synthesize data, and formulate KPIs related to your department. You will also develop SOPs and processes that support our ability to execute at scale while still maintaining an exceptional client experience.

Learning:

We believe that individuals are dynamic, not static. We are unified by our willingness to grow. Your development, as a leader, will translate into growth for our company.

As a result, you will be expected to showcase a growth mindset and to learn constantly. You will attend training sessions and constantly improve in your knowledge, leadership ability, and professional skill. You will seek ‘challenge projects’ that stretch your comfort zone for the sake of self-development–and you will craft such projects for members of your team.

RESPONSIBILITIES

• Champion the client experience and represent our customers internally
• Develop/set a strategy for your department and lead the execution of strategic initiatives (e.g., aimed at maximizing client satisfaction and lifetime value)
• Own client relationships and build long term client partnerships
• Deliver and expand revenue (e.g., by driving upsells/cross sells when appropriate) to result in growing net dollar retention and low customer churn rate
• Develop and refine surveys and other methods of data collection to deeply understand our clients and their experience
• Present at workshops and/or training programs on topics related to broad business fundamentals, the importance of customer success/experience, and tactics related to customer success/experience
• Field questions from workshop attendees, members, or other clients related to client success/experience related topics
• Execute project management protocols, determining critical factors required to support the customer’s business objectives
• Lead the team that will serve as the ‘first point of contact’ for all clients–manage and coach the Customer Success team through shadowing calls, reviewing ticket quality, developing individual skills, removing roadblocks, prioritizing tasks, etc
• Analyze and report on the Customer Success Team’s performance, customer health, customer retention, expansion, and satisfaction KPIs
• Liaise with legal/finance teams on terms and conditions, contracts, and other legal materials as needed
• Work closely with (or within) cross-functional teams including marketing, product, sales, and operations leaders to communicate product issues, feature requests and overall customer sentiment
• Develop training programs, SOPs, and playbooks for CSMs, CS professionals, and new hires which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes
• Forecast and anticipate support needs to ensure proper team coverage with high quality of customer success
• Act as a trusted advisor, subject matter expert and point of escalation for your team
• Recruit, mentor, groom and inspire a high performance team–and, on occasion, get “in the weeds” to help assist CSM team

RESULTS

• Tracks and improves on customer experience metrics for all workshops and training programs (e.g., NPS scores of 70%+)
• Grows net dollar retention and reduces churn of recurring revenue training clients (e.g., 100%+ net dollar retention)
• Leads team that responds to client inquiries in a timely and complete fashion (e.g., <24 hour response time)
• Ensures participation in client surveys (e.g., 60%+ response rate) and solicits inputs from clients through feedback conversations (e.g., 4+ conversations per month)
• Builds out CSM training program, resulting in an improved customer experience, higher retention/activation and gained efficiencies
• Communicates with clarity, conciseness, and force with other leaders, team members, and executives within Acquisition.com
• Leads all customer facing initiatives in an organized manner with transparency and accountability
• Creates scalable systems for driving expansion revenue and upsell/cross opportunities
• Gives crucial insights to product and sales teams to ensure congruence between departments, protecting and bettering the customer experience
• Establishes a culture of client excellence across the entire organization

REQUIREMENTS

• 8+ years experience in customer success management (or similar) with direct reports
• Preferred: 3+ years experience in a service or hospitality company that prioritizes client experience
• Preferred: Experience working in leadership capacity in a fast-paced, startup-like environment (must be comfortable with ambiguity and adaptable to a fast-changing environment)
• Demonstrated passion for understanding the customer and creating a company culture that supports a positive customer experience
• Experience as a creative problem solver that looks for new solutions versus the status quo
• Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same
• Highly fluent presentation skills and excellent verbal/written communication abilities
• Expertise in customer experience with a proven record of developing customer facing strategies to drive customer satisfaction, retention, and growth
• Excellent organizational and project management skills.
• Strong analytical skills.
• Demonstrated integrity and dedication to effective, efficient delivery of objectives.
• Experience with Microsoft Excel, and Powerpoint, and with documenting process flows.
• Self-motivated, detail-oriented and able to work autonomously
• Strong work ethic and growth mindset–displaying an obsession for learning and growing
• Willingness to travel and to participate in remote meetings for stakeholders in other time zones

LOCATION

• Full-time position based in Las Vegas with a hybrid work model (approximately 3 days in-office per week).

Bachelor’s Degree