Director, Client Success & Growth

WhiteCap Search; New York (NY); On-site; USD 180,000 - 320,000; Full time

Job summary

WhiteCap Search seeks a senior leader to cultivate and maintain client relationships from contract signing through the service lifecycle. You will be the clients' chief advocate, ensuring retention, satisfaction, and growth, with zero turnover as the company expands.

As part of the executive team, you’ll collaborate with Operations, Risk, Product, and Engineering to shape strategy and become a trusted advisor.

Qualifications

• 10+ years in client service leadership within regulated sectors.
• Proven ability to scale client service functions and automation.
• Track record of client retention, expansion, and executive relationships.

Responsibilities

• Leadership: Develop and oversee client service operations and retention metrics; act as senior escalation point and participate in strategic planning.
• Client Relations: Serve as primary relationship manager; lead a team of CRM professionals; manage major accounts.
• Retention & Growth: Maintain zero churn and drive organic growth by identifying opportunities and converting satisfied clients into advocates.
• Team Leadership: Expand CRM team; ensure efficient operations and capacity for growth.
• Project Oversight: Ensure smooth transitions from signed agreements to compliant implementations.
• AI-Enhanced Experience: Collaborate with product/engineering to automate relationship management and client reporting.
• Service Standardization: Turn customized services into repeatable, scalable processes.
• Quality Control: Maintain high standards for deliverables and communications.
• Strategic Expansion: Enhance client service capabilities as the company enters new markets.

Skills

Strategic Leadership

Client Management

Team Building

Executive Relationships

Growth & Retention

Regulatory Awareness

Job description

WhiteCap Search seeks a senior leader to cultivate and maintain client relationships from contract signing through the service lifecycle. You will be the clients' chief advocate, ensuring retention, satisfaction, and growth, with zero turnover as the company expands.

As part of the executive team, you’ll collaborate with Operations, Risk, Product, and Engineering to shape strategy and become a trusted advisor.