Director of Client Success

Director of Client Success with Input 1 LLC - Fully Remote - Salary is 150K - 180KAbout The RoleWe’re 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.You’ll 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 You’ll DoLead & Evolve the Client Success FunctionLead, coach, and develop a team of Client Experience Managers into proactive Client Success ManagersEstablish clear KPIs, workflows, and performance expectationsBuild a culture rooted in accountability, client advocacy, and continuous improvementIdentify skill gaps and implement training to strengthen business, product, and operational expertiseOwn Client Relationships & GrowthBuild and maintain strong executive-level relationships across key clientsAct as an escalation point for complex client and operational challengesShift the team toward proactive strategies focused on retention, optimization, and growthPartner with clients to improve workflows, increase product adoption, and expand servicesLead strategic business reviews and drive long-term partnership successDrive Seamless Onboarding & ImplementationOversee the transition of new clients from Sales to OperationsLead implementations for new clients, products, and programsEnsure timelines, expectations, and deliverables are clearly defined and metIdentify and resolve gaps in processes, communication, and executionDeliver a best-in-class onboarding experience that builds trust from day oneCollaborate Cross-FunctionallyServe as the bridge between Clients, Sales, Product, Operations, and TechnologyImprove communication, alignment, and service delivery across teamsHelp prioritize scalable improvements that enhance both client experience and internal efficiencyDeliver Operational & Strategic ImpactDefine and track KPIs across client satisfaction, retention, onboarding, and performanceAnalyze trends and data to uncover opportunities for improvementPresent insights and recommendations to executive leadershipContribute to the long-term strategy and evolution of Client SuccessWhat Success Looks LikeHigh client satisfaction and retention across your portfolioA strong, engaged, and evolving Client Success teamSmooth, efficient onboarding and implementation experiencesImproved cross-functional alignment and reduced escalationsMeasurable improvements in client experience and operational efficiencyWhat You BringBachelor’s degree or equivalent experience7–10 years in Client Success, Account Management, Operations, or related roles3–5+ years leading client-facing teamsExperience managing executive-level client relationships and escalationsStrong operational mindset with experience in implementations and service deliveryProven ability to lead cross-functional initiativesAnalytical, data-driven, and comfortable with KPIs and reportingPreferredExperience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial ServicesBackground in process improvement or scaling operationsFamiliarity with CRM and workflow systemsHow You WorkStrategic thinker who isn’t afraid to roll up their sleevesStrong communicator who can influence at all levelsProblem-solver who thrives in fast-paced, evolving environmentsLeader who develops people and builds high-performing teamsOur ValuesAt Input 1, how we work matters just as much as what we achieve. We value:Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and CompassionAdditional InformationInput 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.