What are the responsibilities and job description for the Director of Client Success position at NCS Credit?
Role Description: The Director of Client Success is a strategic and hands-on leader responsible for developing and leading a scalable client success department that drives customer retention, adoption, expansion, and overall client satisfaction. Reporting to the Chief Revenue Officer (CRO), this role oversees Client Support, Customer Success Management, Renewals, Inside Sales/Expansion, and Customer Insights & Analytics, ensuring a seamless and value-driven post-sale customer experience. Partnering closely with Sales, Marketing, Product, Operations, and Technology teams, the Director of Client Success will leverage data, metrics, and best practices to maximize customer outcomes, strengthen long-term client relationships, and support the company's growth objectives.
Qualifications
- Strong communication, collaboration, and executive presentation skills.
- Strong analytical skills with the ability to leverage data to drive decisions.
- Bachelor's degree or equivalent experience.
- 7 years of experience in Customer Success, Client Services, Account Management, Professional Services, or related customer-facing leadership roles.
- 3 years of people leadership experience.
- Proven experience building or transforming customer-facing teams and processes.
- Experience managing customer retention, renewals, and growth initiatives.
- Experience utilizing CRM and customer success technologies.