What are the responsibilities and job description for the Director of Client Success position at Safety Services Company?
We are seeking a Director of Client Success to lead, inspire, and scale our Client Success function by leading a department critical to SSC’s growth and reputation, directly shaping the experience of thousands of contractors. This leader will be accountable for driving performance excellence across a team of managers and specialists, ensuring every client experiences SSC as a trusted partner who delivers peace of mind, time savings, and confidence in compliance.
The Director will set high standards of performance and accountability, build a culture of continuous improvement, and ensure our client experience consistently raises the bar. Success in this role will directly impact revenue retention, upsell growth, and SSC’s reputation as the premier compliance partner in North America.
What You’ll Do
As the Director of Client Success, you will:
Lead with Vision & Accountability
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The Director will set high standards of performance and accountability, build a culture of continuous improvement, and ensure our client experience consistently raises the bar. Success in this role will directly impact revenue retention, upsell growth, and SSC’s reputation as the premier compliance partner in North America.
What You’ll Do
As the Director of Client Success, you will:
Lead with Vision & Accountability
- Build, develop, and mentor a high-performing team of Client Success Managers and Team Leads.
- Establish clear performance metrics (renewal rates, compliance success rates, client NPS, upsell revenue) and hold the team accountable for achieving and exceeding targets.
- Drive alignment with SSC’s vision, mission, and values to create a unified, people-first culture.
- Own the end-to-end client journey—from onboarding through renewal and expansion—ensuring SSC consistently delivers experiences that “wow.”
- Champion proactive, personalized, and anticipatory service models that identify and resolve client needs before they become challenges.
- Ensure best-in-class adoption and use of the Safety Services Cloud, centralizing compliance and simplifying client workflows.
- Set a high standard for operational discipline, efficiency, and execution within the Client Success organization.
- Establish and scale repeatable processes for compliance management, client engagement, and success tracking.
- Partner with Product, Sales, and Marketing to ensure client insights shape strategy, messaging, and platform enhancements.
- Ensure retention rates consistently exceed industry benchmarks by delivering exceptional value and outcomes to clients.
- Drive expansion opportunities by connecting clients with additional SSC services (e.g., Prequal Maintenance, Training Qualification, and our Learning Management System).
- Contribute to SSC’s growth goals by scaling Client Success into a competitive differentiator that fuels referrals and long-term loyalty.
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