Head of Client Success

• Lead the Client Success and delivery organization across multiple departments serving as the Integrator who converts company vision into execution.
• Act as a player-coach on an as-needed basis: step in to run client accounts at a strategic level to absorb overflow cover capacity gaps or stand up new teams.
• Own the department P&L including deliverable gross margin and the efficient use of retainer and project resources.
• Drive client retention and reduce churn by moving clients from initial engagement into long-term partnership.
• Own overall client satisfaction and relationship health across the entire client book.
• Be relentless about client results: own the campaign and program outcomes clients engage to achieve and hold the team to the same standard. Finding a way to win for clients is a core value.
• Build and manage the team: hire onboard develop evaluate and when necessary exit staff across the Client Success departments.
• Run the EOS operating cadence for their department: LMA (Lead Manage Accountability) quarterly Rocks the weekly Scorecard and Level 10 meetings.

• Hands-on HubSpot experience including how delivery teams use the platform to drive and report on client
• Experience in the Integrator seat under a certified EOS implementation.
• B2B marketing background in core industries: manufacturing professional services B2B technology or private-equity portfolio companies.
• Experience scaling a delivery organization through a period of growth.

Required Experience:

Director