Director of Client Success

Job Title: Director of Client Success

Company: ProCFO Partners

Location: USA Remote

Company Overview: ProCFO Partners is at the forefront of revolutionizing financial management for businesses through our Fractional CFO Service. We partner with small to medium sized companies to provide expert financial guidance and strategic insight empowering them to make informed decisions and achieve sustainable growth. Our dynamic team of professionals is dedicated to delivering exceptional value and building longlasting partnerships with our clients. Join us in reshaping the future of financial leadership and making a tangible impact on businesses nationwide.

Job Description: We are seeking a dynamic and resultsoriented Director of Customer Success/Client Success to lead our Client Success team within our Fractional CFO Service division. As the Director of Client Success you will play a pivotal role in driving client satisfaction retention and growth by delivering unparalleled service and value. The ideal candidate will have a strong background in finance client relationship management and team leadership with a passion for helping businesses succeed.

Roles and Responsibilities

• Team Leadership: Oversee and guide a team of Client Success Managers and Specialists to meet client objectives and KPIs.
  
• Client Relationship Management: Build strong relationships with clients understand their needs and act as the main point of contact for escalations and issue resolution.
  
• Strategy Development: Develop and implement client success strategies to drive customer satisfaction retention and growth.
  
• Customer Onboarding: Ensure smooth onboarding processes for new clients including setting expectations and establishing success criteria.
  
• Account Management: Manage key client accounts monitor their progress and identify upsell or crosssell opportunities.
  
• Data Analysis: Utilize data and analytics to track client performance identify trends and make datadriven decisions to improve client satisfaction.
  
• Client Feedback: Gather and analyze client feedback to drive product or service improvements.
  
• Team Training and Development: Provide training and coaching to the client success team to enhance their skills and knowledge.
  
• Communication: Maintain regular communication with clients to provide updates share insights and address concerns.
  
• Reporting: Generate regular reports on client success metrics and presenting them to senior management.
  
• Collaborative Efforts: Collaborate with sales marketing and product teams to ensure a unified approach to client success.
  
• Goal Setting: Set clear goals and KPIs for the client success team and monitor progress towards achieving them.
  

• Bachelors degree in business marketing or a related field; MBA preferred.
  
• Minimum of 8 years of client success or account management experience in a professional services firm.
  
• Proven track record of successfully leading client success teams and driving results.
  
• Strong understanding of the professional services industry including consulting or advisory services.
  
• Exceptional communication and interpersonal skills with the ability to build trust and rapport with clients.
  
• Analytical mindset with proficiency in data analysis and reporting.
  
• Strategic thinker with a customercentric approach.
  
• Excellent leadership and team management abilities.
  
• Proficiency in CRM and client management software.
  
• Willingness to travel occasionally for client meetings and engagements.
  

• Competitive salary and performancebased incentives
  
• Comprehensive benefits package including medical dental and vision coverage
  
• 401(k) retirement savings plan with company match
  
• Flexible work environment with opportunities for remote work
  
• Professional development and training programs
  
• Exciting opportunities for career growth and advancement
  

Join us in shaping the future of financial leadership and client success. Apply today to become our Director of Client Success here at ProCFO Partners.