Senior Director of Client Success and Support
Senior Director of Client Success and Support
Posted on :
09-07-2025
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1 Vacancy
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Job Description
Description
Tyler Technologiesis seeking a strategic and results-drivenSenior Director of Support & Client Success Public Safety to lead our cloud-first client operations. Youll oversee both support and client success functions for a $145M SaaS business unit serving critical public sector clients nationwide.
In this role youll build a modern support and success model for our SaaS deploymentsdriving operational excellence scalable client engagement and long-term retention. You will optimize lifecycle management and enable proactive data-informed client experiences using a client success and CRM platform.
Support & Cloud Operations
- Architect and lead a modern support organization built for cloud/SaaS deliveryprioritizing automation scalability self-service and proactive client engagement.
- Standardize processes SLAs and case management tools across business units to ensure consistent data-driven service delivery.
- Oversee a support and client success team for a growing SaaS client base driving high responsiveness and satisfaction.
Client Success Leadership
- Build and scale a Client Success function focused on onboarding adoption health monitoring renewals and expansion.
- Define client segmentation strategies and success playbooks tailored for varying customer profiles and lifecycle stages.
- Implement data-driven risk mitigation and growth strategies to improve retention and maximize customer lifetime value.
Client Success Technology & Enablement
- Lead the implementation and optimization of aClient Success Platform(e.g. Gainsight Totango ChurnZero) to enable proactive lifecycle management at scale.
- Leverage these platforms to track client health scores automate engagement workflows trigger playbooks and integrate with CRM support and product usage data.
- Use CS platform analytics to identify trends predict churn and surface actionable insights to internal teams.
Cross-Functional Alignment
- Partner closely with Product Engineering Sales Cloud Operations and Delivery to ensure seamless onboarding adoption and support experiences.
- Collaborate with Marketing and Sales to support expansion and reference programs case studies and success stories.
- Serve as an internal advocate for the client voice sharing insights and feedback to drive continuous improvement.
Team & Culture Development
- Lead a high-performing distributed team of support and client success professionals creating a unified client-centric culture.
- Foster a growth mindset through coaching accountability and career development pathways.
Analytics & Performance Management
- Define monitor and report on KPIs including CSAT NPS churn time-to-resolution product adoption and renewal rates.
- Translate data into strategy to improve service delivery resource planning and client engagement outcomes.
Qualifications:
- Bachelors degree in business technology or related field
- 7 years of leadership experience in client support and/or success roles within SaaS software organizations.
- Proven track record leading client engagement strategies across cloud/SaaS environments.
- Deep experience withClient Success Platforms(e.g. Gainsight Totango ChurnZero)from selection to implementation to scaling usage.
- Strong operational acumen and experience with technical support models escalation management and lifecycle planning.
- Skilled in managing complex client relationships driving product adoption and mitigating risk in mission-critical environments.
- Excellent financial analytical and strategic planning skills.
- Exceptional communicator and collaborator able to influence cross-functionally and at the executive level.
- Comfortable leading change in fast-paced high-growth settings.
Required Experience:
Exec
Employment Type
Full Time
Key Skills
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