Director of Client Success

Scale to Win is a fully-remote progressive political tech company founded in 2020 by organizing leaders from the Biden/Harris Bernie 2020 Warren 2020 Bernie 2016 and Hillary for America Presidential campaigns. Our product offerings include Scale to Win Text our all-in-one shortcode and longcode texting tool and the Scale to Win Dialer a predictive calling tool. Scale to Win also offers turnkey We Text services where our team builds text campaigns sends messages collects data and ensures compliance on behalf of clients.

We work with more than 3000 Democratic and progressive campaigns and organizations driving change. Current and past clients include the Biden-Harris campaign the Democratic National Committee the Working Families Party the AFL-CIO UFCW MoveOn and For Our Future.

Scale to Win is hiring a Product Designer to lead end-to-end design for high-impact product initiatives.

The Director of Client Success is a high-impact strategic coach-player role designed for a seasoned Client Success (CS) leader who excels at scaling operations and navigating dynamic environments. You will serve as a critical thought partner to help scale mature and lead our Client Success organization.

In this role you will balance high-level strategic leadership with hands-on execution. You will directly manage and mentor a growing team of 3 Senior Client Success Managers (CSMs) establishing a culture of continuous feedback empathy and high performance.

Simultaneously you will own a small highly selective book of our most strategic high-value accounts. The ideal candidate understands the architecture of a world-class CS infrastructure possesses the operational skills to build and refine it and has a passion for coaching others to deliver stellar client experiences.

Team Leadership Mentorship & Growth (40%)

• Manage & Scale Talent: Direct report management for a pod of 3 Client Success Managers (Levels 14). Conduct regular 1:1s professional development mapping and equitable performance management.

• Culture of Feedback: Act as an intentional coach delivering actionable real-time feedback to elevate the teams consultative troubleshooting and relationship-management skills.

• Onboarding & Excellence: Standardize and oversee the onboarding program for new Client Success (CS) hires (e.g. 30/60/90 day plans) ensuring structured supportive assimilation into the teams workflows and standards.

Strategic Architecture & Process Development (30%)

• Organizational Thought Partnership: Partner closely with the Client Experience leadership to design the future state of the CS org anticipating scaling bottlenecks and proactively building solutions.

• Elevate CS Infrastructure: Co-own iterate and optimize foundational CS frameworks. Define standard methodologies for Business Reviews (QBRs/EBRs) design robust Mutual Success Plans and establish data-driven client health scoring models.

• Playbook Blueprinting: Author and execute repeatable playbooks for the entire customer lifecycle (onboarding growth retention and renewal) optimized for the unique rhythms of political organizing and nonprofit tech cycles.

• Cross-Functional Collaboration: Serve as the strategic voice of the customer internally synthesizing frontline insights into high-impact product engineering and sales feedback initiatives.

Strategic Account Management & Resolution (30%)

• Own a Premium Portfolio: Personally manage a small high-stakes book of business comprising our most complex or strategic accounts driving their health platform adoption and retention.

• Executive Presence: Lead high-level engagements contract renewals and business reviews for your personal portfolio translating intricate campaign data into executive-level strategic recommendations.

• Friction Resolution: Serve as an escalation point for complex technical or relationship friction points across the department coaching your team through high-pressure client interventions.

• Seasoned CS Expertise: 5 years of direct experience in Client Success or Account Management with a proven track record of success leading accounts in a software-as-a-service (SaaS) or digital technology environment.

• Proven People Leader: Demonstrated experience in formal people management with a track record of leading teams of 3 individuals fostering psychological safety and elevating team performance through active coaching.

• Master Process Builder: Deep experience creating or heavily iterating on Mutual Success Plans customer journey maps and business review frameworks from scratch.

• Data-Informed Strategist: Proficient in leveraging product usage analytics and health metrics to forecast risks identify expansion opportunities and drive internal operational alignment.

• Advanced Coach-Player Mindset: Comfort shifting between driving long-term organizational strategy with leadership mentoring a direct report and collaborating directly with a client to solve a complex issue.

• Agility & Organization: Highly organized detail-oriented and capable of driving projects to completion independently in a distributed remote work environment.

• Mission Alignment: Deeply aligned with our mission to advance progressive causes support Democratic candidates up and down the ballot and empower nonprofit organizers.

Nice-to-have Experience

• Domain expertise working within or providing technology to nonprofit organizations or political campaigns.

• Experience with telephony technology: texting and dialing platforms.

• Working within tools like: HubSpot Google Suites and Slack.

Note: Meeting every single one of these qualifications is not a requirement. Candidates are considered based on a holistic view of their skills experience and potential contributions to our team.

• $160000 yearly salary (base). As part of our commitment to equity salaries are non-negotiable.

• This role is eligible for a discretionary bonus based on individual team and company performance as determined by the company in its sole discretion.

• 401k matching up to 6% after a provisional period.

• Ten paid company holidays two floating holidays and a week and a half-long holiday break at the end of the year.

• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical caregiver bereavement and other personal leave.

• 16 weeks of paid parental leave and an additional 4 weeks of part-time fully-paid flex time. This is available to all new parents of any gender including adoptive parents.

• Fully-paid premium $0 deductible top-notch medical insurance as well as dental and vision insurance for you and your dependents.

• Remote working with flexible working conditions a stipend to support your home office setup and access to a company computer.

• Every employee is invited to donate 25000 free texts to a non-profit of their choice each year.

• To support continued professional growth and development Scale to Win offers each employee an annual $2000.00 stipend towards achieving your professional development goals.

This role may require occasional travel to support client meetings conferences campaign events trainings or company gatherings. Travel expectations will vary based on client needs and campaign cycles particularly during peak election seasons.

• Submit resume and application

• Initial Screen Interview

• Hiring Manager Interview

• Hiring Assessment

• Panel Interview

• Co-CEO Meet & Greet

• Reference check

The position will be open until filled and applications will be reviewed on a rolling basis.

Applicants must be currently authorized to work in the United States on a full-time basis. At this time were unable to sponsor or take over sponsorship of employment visas.

Interview Accommodations

Scale to Win is committed to providing all candidates a respectful and inclusive interview process. If you require any accommodations to fully participate in the interview processsuch as alternative formats extended time assistive technology or other supportplease let us know. You can request accommodations by emailing

Scale to Win is an equal opportunity keeping with our beliefs and goals no applicant will face discrimination or harassment based on race color ancestry national origin religion age gender marital domestic partner status sexual orientation gender identity disability status or veteran status. Above and beyond discrimination/harassment based on protected categories Scale to Win also strives to prevent other subtler forms of inappropriate behavior (e.g. stereotyping) from ever gaining a foothold. Whether blatant or hidden barriers to success have no place at Scale to Win.

Required Experience:

Director