Client Success Director, Salesforce Practice

About the Client Success Director role

This role can be in our Boston office or Remote for those outside of MA

The Client Success Director (CSD) Salesforce Practice leads a Client Success team within Verndales Salesforce practice and directly manages a portfolio of high-value accounts. The CSD is accountable for retention profitability and client satisfaction across their portfolio while also providing leadership coaching and escalation support for the broader Client Success team. Partnering closely with the Practice Lead Solution Consultants and Delivery Leader within the Salesforce practice the CSD ensures Verndale delivers measurable value and consistently strong client experiences.

Responsibilities

• Directly manage a portfolio of 510 accounts owning client relationships renewals and expansion opportunities.
• Lead a Client Success team (CSMs and Coordinators) covering 10-15 accounts per CSM.
• Serve as senior relationship owner and escalation point for strategic accounts.
• Develop and maintain Client Success Plans and lead business reviews for direct accounts.
• Oversee development of Client Success Plans for accounts in portfolio.
• Partner with Practice Managing Directors to ensure alignment on revenue renewals profitability and client satisfaction across the portfolio.
• Set performance targets for renewals retention satisfaction and margin contribution within the practice.
• Support CSMs in account planning QBRs and escalation management.
• Drive operational excellence in Client Success processes including account health tracking reporting and renewals.
• Collaborate with Client Partners to ensure seamless transitions when Maintain

Qualifications

• Bachelors degree; advanced degree a plus.
• 8 years experience in account management client success or consulting with at least 3 years in a leadership role.
• In-depth experience and familiarity with the Salesforce platform ecosystem.
• Proven track record managing a $5M portfolio including direct account ownership.
• Strong leadership and coaching skills with experience managing client-facing teams.
• Excellent relationship management and executive communication skills.
• Commercial acumen: ability to manage contracts renewals and profitability.
• Experience collaborating with delivery/project management in a professional services environment.

Performance Indicators

• Renewal and retention rates for personal portfolio and team portfolio.
• Net revenue growth (expansion within Maintain accounts).
• Profitability (margin health) of accounts.
• Client satisfaction (CSAT NPS).
• Team engagement and performance against targets.

Ten Great Reasons to Work at Verndale

1. We are a rapidly growing company that is just as entrepreneurial today as when we were founded in 1998.
2. We are relentlessly curious and enthusiastically solve our clients complex business problems through technology data and design.
3. We foster a culture that enables every person in the organization to do the best work of their career.
4. We offer regular training and professional development to move careers forward.
5. Client and employee satisfaction are our two most important business metrics.
6. We celebrate and champion diversity equity and inclusion.
7. We offer generous paid company holidays vacation and paid sick time to every employee starting on day one.
8. We provide top-of-the-line benefits including health dental vision 401K LTD STD Life Insurance EAP HRA and more.
9. We support a healthy work/life balance.
10. We are fully remote enabled and embrace the evolving definition of the workplace.

About Verndale

Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston Montreal Los Angeles Quito and hubs across the Americas we partner with marketing and technology leaders to deliver personalized web mobile and ecommerce solutions that elevate customer experiences.
At Verndale we thrive on collaboration and innovation offering a full range of services that span strategy design development personalization SEO analytics and digital advertising. We celebrate diversity and inclusion striving to create a climate of respect essential for both individual and company success.
If youre ready to be part of a passionate team dedicated to making an impact and driving growth we invite you to explore a career at Verndale.

Compensation & Benefits
$150000 - $200000

In accordance with applicable law the above salary range provided is Verndales reasonable estimate of the base salary for this role. The actual amount may vary based on non-discriminatory factors such as location experience knowledge skills and addition to salary Verndale also offers a competitive benefits package.

Verndale is proud of the fun diverse and respectful company environment we enjoy on a daily basis. Competitive compensation and comprehensive coverage for medical dental life disability and a 401(k) savings plan are offered to all full-time employees. Ample company paid holidays and personal time off make having a work-life balance possible. For some roles remote work is a definite possibility; we believe in hiring the best and keeping our own happy and motivated.
Verndale is an Equal Opportunity Employer. All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by federal state or local law.