Director of Client Experience & Delivery Excellence

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

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.