Director, Client Success

Accountabilities:

• • Lead a team of Client Success professionals in delivering strategic client success objectives, while setting clear performance standards and fostering continuous professional development.
  • Own regional services revenue and gross profit targets through in-contract growth, upselling, cross-selling, and timely contract renewals with minimal client or price churn.
  • Develop and execute client contract strategies aligned with broader Client Success objectives, ensuring consistency across the regional account portfolio.
  • Build and maintain strong relationships with strategic clients, understanding their business priorities and positioning relevant technology, managed services, support, consulting, and technical solutions.
  • Partner with Client Success, Sales, Service Delivery, Consulting, and other client-facing teams to ensure consistent, effective, and value-driven customer engagements.
  • Monitor major service delivery or relationship issues affecting key clients and intervene when necessary to protect relationships, retention, and commercial outcomes.
  • Contribute to broader Client Success strategy and oversee regional programs that translate strategic priorities into measurable execution.
  • Ensure alignment with the Client Success operating model and promote collaboration, knowledge sharing, and best practices across the regional and global community.
  • Analyze financial metrics, operational reports, and client data to identify opportunities, assess performance, and determine appropriate business responses.
  • Develop strong cross-functional relationships and advocate for Client Success priorities across the wider organization.
  • Drive continuous capability development within the Client Success organization through coaching, mentoring, training, and the adoption of improved practices.

  Requirements

  • Bachelor's degree or equivalent qualification in business management or a related discipline.
  • Significant experience working in managed services, outsourcing, or a comparable IT services environment.
  • Significant senior-management experience across sales, service, consultancy, or client success within a large-scale, preferably multinational, IT services organization.
  • Demonstrated experience managing senior-level client engagements and commercial service relationships.
  • Strong understanding of IT service environments, service operations, and ITIL practices; ITIL certification or working knowledge is preferred.
  • Proven ability to build and maintain trusted relationships with senior stakeholders across internal functions and client organizations.
  • Strong commercial acumen, including an understanding of revenue, expense management, profitability, growth, and other financial performance metrics.
  • Ability to interpret complex data and reports, identify meaningful business insights, and translate findings into effective operating strategies.
  • Strong understanding of commercial technology service offerings, including managed services, support services, consulting, and technical services.
  • Excellent verbal and written communication skills, with strong questioning, listening, influencing, and negotiation capabilities.
  • Significant leadership experience with the ability to establish performance standards, coach teams, and develop high-performing professionals.
  • Ability to operate effectively within complex, matrixed organizations and align multiple stakeholders around shared client and business objectives.

  Benefits

  • Remote working arrangement within the United States.
  • Starting target compensation range of $160,000–$296,000, depending on location, experience, technical skills, and other qualifications.
  • Eligibility for additional incentive compensation based on individual and/or company performance.
  • Medical, dental, and vision insurance with employer contributions.
  • Flexible spending account and/or health savings account options.
  • Life and accidental death and dismemberment insurance.
  • Short-term and long-term disability coverage.
  • Paid time off and employee assistance resources.
  • 401(k) program with company match.
  • Additional voluntary and legally required benefits.
  • Opportunity to lead a regional Client Success organization and influence broader strategic initiatives in a global IT services environment.
  • Inclusive workplace committed to equal opportunity and professional growth.