What are the responsibilities and job description for the Director, Client Experience position at TPI, LLC?
Job Summary
The Director, Client Experience is responsible for leading and evolving TraXtion’s Client Success and Customer Support functions to drive customer retention, product adoption, operational excellence, and long-term client satisfaction. Reporting to the VP of Revenue, this leader will oversee a blended client-facing team while building scalable processes, performance standards, and engagement strategies that support TraXtion’s continued growth.
This role requires a strategic and hands-on leader who can develop structure within a growing department, coach high-performing teams, improve the customer journey, and partner cross-functionally to elevate the overall client experience.
Responsibilities and Duties
• Lead and develop TraXtion’s Client Success and Customer Support teams, including coaching, accountability, performance management, and career development
• Build and optimize scalable processes, SOPs, workflows, and operational standards across the client lifecycle
• Develop and monitor KPIs related to retention, customer health, product adoption, support responsiveness, and customer satisfaction
• Drive customer retention strategies and proactively identify opportunities to improve client engagement and long-term success
• Partner closely with Sales, Product, Operations, and Leadership to improve the overall customer experience and influence product enhancements
• Establish consistent communication cadences, escalation processes, and reporting structures for both internal stakeholders and customers
• Analyze trends, client feedback, and operational data to identify risks, improve efficiencies, and support business growth
• Lead a blended team environment consisting of both remote and onsite employees across varying levels of experience
• Foster a customer-centric culture focused on responsiveness, accountability, continuous improvement, and measurable results
• Support strategic initiatives and organizational scaling efforts within the Revenue department)
What You Bring
Required:
• 5 years of experience in Client Success, Customer Experience, Account Management, or related SaaS/customer-facing leadership roles
• 3 years of people leadership experience managing high-performing teams
• Strong experience building or improving processes, workflows, and operational structure within growing organizations
• Demonstrated success driving customer retention, engagement, and client satisfaction initiatives
• Experience developing KPIs, reporting, and performance accountability measures
• Excellent communication, coaching, and cross-functional collaboration skills
• Ability to thrive in a fast-paced, evolving, growth-oriented environment
• Proficiency with CRM systems, customer success platforms, Microsoft Office Suite, and virtual collaboration tools
Preferred:
• Experience leading both Client Success and Customer Support functions
• SaaS industry experience strongly preferred
• Experience supporting automotive dealership clients or automotive technology platforms preferred
• Bachelor’s degree preferred
The Director, Client Experience is responsible for leading and evolving TraXtion’s Client Success and Customer Support functions to drive customer retention, product adoption, operational excellence, and long-term client satisfaction. Reporting to the VP of Revenue, this leader will oversee a blended client-facing team while building scalable processes, performance standards, and engagement strategies that support TraXtion’s continued growth.
This role requires a strategic and hands-on leader who can develop structure within a growing department, coach high-performing teams, improve the customer journey, and partner cross-functionally to elevate the overall client experience.
Responsibilities and Duties
• Lead and develop TraXtion’s Client Success and Customer Support teams, including coaching, accountability, performance management, and career development
• Build and optimize scalable processes, SOPs, workflows, and operational standards across the client lifecycle
• Develop and monitor KPIs related to retention, customer health, product adoption, support responsiveness, and customer satisfaction
• Drive customer retention strategies and proactively identify opportunities to improve client engagement and long-term success
• Partner closely with Sales, Product, Operations, and Leadership to improve the overall customer experience and influence product enhancements
• Establish consistent communication cadences, escalation processes, and reporting structures for both internal stakeholders and customers
• Analyze trends, client feedback, and operational data to identify risks, improve efficiencies, and support business growth
• Lead a blended team environment consisting of both remote and onsite employees across varying levels of experience
• Foster a customer-centric culture focused on responsiveness, accountability, continuous improvement, and measurable results
• Support strategic initiatives and organizational scaling efforts within the Revenue department)
What You Bring
Required:
• 5 years of experience in Client Success, Customer Experience, Account Management, or related SaaS/customer-facing leadership roles
• 3 years of people leadership experience managing high-performing teams
• Strong experience building or improving processes, workflows, and operational structure within growing organizations
• Demonstrated success driving customer retention, engagement, and client satisfaction initiatives
• Experience developing KPIs, reporting, and performance accountability measures
• Excellent communication, coaching, and cross-functional collaboration skills
• Ability to thrive in a fast-paced, evolving, growth-oriented environment
• Proficiency with CRM systems, customer success platforms, Microsoft Office Suite, and virtual collaboration tools
Preferred:
• Experience leading both Client Success and Customer Support functions
• SaaS industry experience strongly preferred
• Experience supporting automotive dealership clients or automotive technology platforms preferred
• Bachelor’s degree preferred