Director of Client Success

Director of Client Success with Input 1 LLC - Fully Remote - Salary is 150K - 180K

About the Role

Were looking for a strategic and hands-on Director of Client Success to lead and evolve our Client Success function. This is a high-impact leadership role responsible for shaping our client partnerships from onboarding through long-term growth.

Youll lead a team strengthen executive-level client relationships and help transform our approach from reactive support to proactive growth-focused client success. If you thrive at the intersection of strategy operations and relationship management and enjoy building teams while staying close to the work this role is for you.

What Youll Do

Lead & Evolve the Client Success Function

• Lead coach and develop a team of Client Experience Managers into proactive Client Success Managers
• Establish clear KPIs workflows and performance expectations
• Build a culture rooted in accountability client advocacy and continuous improvement
• Identify skill gaps and implement training to strengthen business product and operational expertise

Own Client Relationships & Growth

• Build and maintain strong executive-level relationships across key clients
• Act as an escalation point for complex client and operational challenges
• Shift the team toward proactive strategies focused on retention optimization and growth
• Partner with clients to improve workflows increase product adoption and expand services
• Lead strategic business reviews and drive long-term partnership success

Drive Seamless Onboarding & Implementation

• Oversee the transition of new clients from Sales to Operations
• Lead implementations for new clients products and programs
• Ensure timelines expectations and deliverables are clearly defined and met
• Identify and resolve gaps in processes communication and execution
• Deliver a best-in-class onboarding experience that builds trust from day one

Collaborate Cross-Functionally

• Serve as the bridge between Clients Sales Product Operations and Technology
• Improve communication alignment and service delivery across teams
• Help prioritize scalable improvements that enhance both client experience and internal efficiency

Deliver Operational & Strategic Impact

• Define and track KPIs across client satisfaction retention onboarding and performance
• Analyze trends and data to uncover opportunities for improvement
• Present insights and recommendations to executive leadership
• Contribute to the long-term strategy and evolution of Client Success

What Success Looks Like

• High client satisfaction and retention across your portfolio
• A strong engaged and evolving Client Success team
• Smooth efficient onboarding and implementation experiences
• Improved cross-functional alignment and reduced escalations
• Measurable improvements in client experience and operational efficiency

What You Bring

• Bachelors degree or equivalent experience
• 710 years in Client Success Account Management Operations or related roles
• 35 years leading client-facing teams
• Experience managing executive-level client relationships and escalations
• Strong operational mindset with experience in implementations and service delivery
• Proven ability to lead cross-functional initiatives
• Analytical data-driven and comfortable with KPIs and reporting

Preferred:

• Experience in SaaS Insurance Technology Premium Finance Payments or Financial Services
• Background in process improvement or scaling operations
• Familiarity with CRM and workflow systems

How You Work

• Strategic thinker who isnt afraid to roll up their sleeves
• Strong communicator who can influence at all levels
• Problem-solver who thrives in fast-paced evolving environments
• Leader who develops people and builds high-performing teams

Our Values

At Input 1 how we work matters just as much as what we achieve. We value:
Integrity Respect Flexibility Self-Evaluation Knowledge and Compassion

Additional Information

Input 1 is a dynamic organization and responsibilities may evolve based on business needs. We are committed to providing reasonable accommodations in accordance with applicable laws.

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