Director of Client Experience

5ironCyber; Franklin (TN); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid time off (PTO) and holidays

Vote and volunteer time off

Birthday PTO

Internet & cell phone allowance

Job summary

5ironCyber is seeking a Director of Client Experience in Franklin, TN to lead the Client Success and Project Management teams from implementation to ongoing service delivery. This player-coach role focuses on client satisfaction, retention, and scalable delivery while managing a subset of strategic accounts.

The role requires 5+ years in client success or project management, strong executive communication, and the ability to build scalable processes and dashboards.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Five or more years of progressive experience in client success, project or program management, professional services, or a related technology-services function.
• Demonstrated experience leading and developing teams while remaining capable of hands-on account or project ownership.
• Experience building scalable processes, performance measures, reporting, and operational controls in a growing organization.
• Strong executive communication, client relationship, problem-solving, prioritization, negotiation, and escalation-management skills.
• Working knowledge of project delivery methods, change management, risk management, resource planning, and client lifecycle management.
• Proficiency with Microsoft Office Suite, including Excel, Power BI, Word, Outlook, and PowerPoint; project management platforms; and collaboration tools such as Teams, Slack, or Zoom.
• Ability to work on-site in Franklin, Tennessee.

Responsibilities

• Lead, coach, and develop the Client Success and Project Management teams, including performance management, skills development, hiring, and onboarding.
• Establish team goals, service standards, KPIs, and accountability measures aligned with company objectives.
• Oversee client health, engagement, satisfaction, retention, renewal readiness, and account risks across the client portfolio.
• Serve as executive sponsor and escalation point for strategic or at-risk clients, coordinating corrective actions with internal stakeholders.
• Oversee the project portfolio to ensure consistent planning, execution, communication, documentation, and transition to operations.
• Monitor project scope, schedules, effort, risks, dependencies, and resource allocation; intervene when delivery is at risk.
• Maintain practical client success and project management standards, tools, templates, governance, and quality controls.
• Build documented, repeatable processes, cross-training, backup coverage, and escalation paths that reduce key-person dependency and support business continuity.
• Monitor team workload, capacity, and performance; recommend staffing or organizational changes based on business demand.
• Maintain dashboards and leadership reporting for client health, project performance, capacity, risks, and improvement initiatives.
• Partner with Sales, Security Operations, and company leadership to align client expectations, service delivery, project outcomes, and growth opportunities.
• Directly manage a limited number of strategic accounts or projects when needed to support growth, team capacity, or temporary coverage.

Skills

Client success

Team leadership

Project management

Executive communication

Problem solving

Negotiation

Risk management

Stakeholder management

Education

Bachelor’s degree

Tools

Power BI

Excel

PowerPoint

Word

Outlook

Teams

Slack

Zoom

Job description

JOB SUMMARY

The Director of Client Experience leads two closely connected teams responsible for the client experience from implementation through ongoing service delivery. This role is accountable for client satisfaction, retention, account health, project execution, team performance, and the development of processes that enable consistent, scalable delivery.This is a player-coach position. The Director will lead, develop, and hold the teams accountable while managing a limited number of strategic accounts or projects when business needs, team capacity, or growth require direct support. Success in this role requires improving client outcomes and project delivery while building scalable processes, team capacity, and operational resiliency.

KEY RESPONSIBILITIES

• Lead, coach, and develop the Client Success and Project Management teams, including performance management, skills development, hiring, and onboarding.
• Establish team goals, service standards, KPIs, and accountability measures aligned with company objectives.
• Oversee client health, engagement, satisfaction, retention, renewal readiness, and account risks across the client portfolio.
• Serve as executive sponsor and escalation point for strategic or at-risk clients, coordinating corrective actions with internal stakeholders.
• Oversee the project portfolio to ensure consistent planning, execution, communication, documentation, and transition to operations.
• Monitor project scope, schedules, effort, risks, dependencies, and resource allocation; intervene when delivery is at risk.
• Maintain practical client success and project management standards, tools, templates, governance, and quality controls.
• Build documented, repeatable processes, cross-training, backup coverage, and escalation paths that reduce key-person dependency and support business continuity.
• Monitor team workload, capacity, and performance; recommend staffing or organizational changes based on business demand.
• Maintain dashboards and leadership reporting for client health, project performance, capacity, risks, and improvement initiatives.
• Partner with Sales, Security Operations, and company leadership to align client expectations, service delivery, project outcomes, and growth opportunities.
• Directly manage a limited number of strategic accounts or projects when needed to support growth, team capacity, or temporary coverage.

REQUIREMENTS

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Five or more years of progressive experience in client success, project or program management, professional services, or a related technology-services function.
• Demonstrated experience leading and developing teams while remaining capable of hands-on account or project ownership.
• Experience building scalable processes, performance measures, reporting, and operational controls in a growing organization.
• Strong executive communication, client relationship, problem-solving, prioritization, negotiation, and escalation-management skills.
• Working knowledge of project delivery methods, change management, risk management, resource planning, and client lifecycle management.
• Proficiency with Microsoft Office Suite, including Excel, Power BI, Word, Outlook, and PowerPoint; project management platforms; and collaboration tools such as Teams, Slack, or Zoom.
• Ability to work on-site in Franklin, Tennessee.

PREFERRED QUALIFICATIONS

• Experience in cybersecurity, managed services, SaaS, professional services, or another recurring-revenue technology business.
• Experience managing both post-sale client relationships and implementation or delivery portfolios.
• PMP, PgMP, Certified Customer Success Manager, ITIL, or comparable professional certification.
• Experience with process design, automation, business intelligence, and continuous-improvement practices.

BENEFITS

5ironCyber offers premium benefits intended to support our people and their families, including:

• Company-paid health, dental, and vision insurance plans for the employee.
• Up to a 4% 401(k) company match that vests immediately.
• Generous paid time off and 10 holidays per year.
• Paid time off to vote and volunteer.
• Paid time off on your birthday.
• Up to $100 per month for internet and cell phone service.
• Team-building events.

ADDITIONAL INFORMATION

All candidates will be required to complete an extensive background screen, credit screen, and drug screen prior to employment. This is an on-site position in Franklin, Tennessee.