What are the responsibilities and job description for the Director of Customer Success position at Drips?
About Drips
Drips helps organizations build stronger customer and member relationships through personalized, two-way conversations at scale. We combine AI-powered engagement with strategy, design, and managed execution to help people take meaningful next steps across the customer journey. Our User Experience team turns business goals, user needs, operational realities, and performance insights into clear, useful conversation experiences across channels and use cases.
Job Overview
The Director, Client Success is a senior leader responsible for the strategic direction, operational excellence, and team leadership of the Client Success function at Drips. This role owns executive-level relationships across the client portfolio, drives revenue growth and retention strategy, and builds the scalable programs, frameworks, and mentorship structures that allow the Client Success team to deliver consistent, measurable value. The Director partners closely with Sales, Product, and senior leadership to represent the voice of the client and to shape company-wide priorities.
Duties / Responsibilities
- Multi-Stakeholder Relationship Management – Lead and nurture relationships across executive, operational, and cross-functional client teams, ensuring alignment on goals and delivery outcomes at both strategic and tactical levels.
- Revenue Growth & Retention Strategy – Own long-term strategic planning that supports client success and revenue expansion. Partner with Sales and Product teams to identify upsell paths, prevent churn, and maximize lifetime value.
- Client Advocacy & Product Influence – Serve as the client voice within Drips, influencing product direction, roadmap priorities, and service enhancements to ensure alignment with market needs and user feedback.
- Operational Excellence & Enablement – Build and optimize scalable internal programs, including playbooks, enablement frameworks, and performance dashboards to drive consistency and efficiency across the Client Success function.
- Executive Business Reviews – Design and lead strategic QBRs and ABRs that map client initiatives to KPIs, outcomes, and platform value—tailored to executive-level audiences.
- Escalation & Risk Management – Oversee resolution of high-impact client issues by coordinating swift cross-functional action, setting escalation protocols, and ensuring executive visibility on risk accounts.
- Strategic Planning & Collaboration – Partner with senior leadership to forecast revenue, headcount needs, and client health trends. Drive enterprise-level initiatives tied to scalability, process maturity, and client impact.
- Team Leadership & Mentorship – Hire, mentor, and develop a team of Senior Client Success Managers. Foster a culture of accountability, continuous learning, and outcome ownership through structured feedback and performance planning.
Cover Letter Requirements
Please include a brief cover letter with your application highlighting your experience working in client-facing environments, particularly with performance-based or outcome-driven partnerships. We’d love to hear how you’ve built strong client relationships, demonstrated measurable value, and supported successful business outcomes