Director of Client Services

Confidential; Austin (TX); On-site; USD 140,000 - 210,000; Full time

Job summary

Confidential in Austin, TX is seeking a Director of Client Services to lead our client relationship and retention strategy, ensuring exceptional service delivery and long-term client satisfaction across enterprise accounts.

You will partner with Operations, Sales, Finance, and Product to align client needs with business objectives, build scalable processes, and drive renewal growth while mentoring a high-performing client services team.

Qualifications

• 10+ years in client services or customer success with leadership.
• Experience with enterprise accounts in tech environments.
• Strong financial acumen and budget forecasting ability.

Responsibilities

• Define and execute client service and retention strategy.
• Lead development of engagement models and service frameworks.
• Mentor a high-performing client services organization.
• Collaborate with operations, sales, and product for alignment.
• Oversee governance, SLA performance, and reporting.
• Build executive relationships with key clients and drive growth.
• Lead QBRs/EBRs to demonstrate value and outcomes.
• Manage department budget and resource planning.

Skills

Client relationship management

Strategic leadership

Enterprise account management

Cross-functional collaboration

SLA governance

Operational excellence

Executive stakeholder management

Budget management

Communication & negotiation

CRM analytics

Education

Bachelor’s degree in Business/related field

Tools

Salesforce

CRM platforms

Job description

The Director of Client Services is responsible for leading the company's client relationship and retention strategy, ensuring the consistent delivery of exceptional service and driving long-term client satisfaction, loyalty, and growth. This role oversees the client lifecycle from onboarding through renewal and serves as a strategic partner to Operations, Sales, Finance, and Product teams to ensure alignment between client needs and business objectives. The ideal candidate combines strategic leadership, operational excellence, and strong relationship management skills, with experience supporting enterprise customers in a data center, digital infrastructure, or technology-driven environment.

Responsibilities

• Define and execute the company’s client service and retention strategy, ensuring alignment with overall business goals.
• Lead the development of client engagement models, performance metrics, and service frameworks that enhance satisfaction and loyalty.
• Build, lead, and mentor a high-performing client services organization, including Directors, Senior Managers, and Account Management teams.
• Promote collaboration between client services, operations, and commercial teams to drive integrated service delivery.
• Develop and implement scalable processes and systems to support consistent, high-quality client experiences.
• Oversee account governance, SLA performance, and client reporting frameworks.
• Identify and implement automation, technology, and analytics tools to improve efficiency and visibility.
• Build strong executive-level relationships with key clients, fostering trust and long-term partnerships.
• Partner with Sales and Business Development to identify opportunities for account expansion, renewals, and cross-functional growth.
• Lead strategic business reviews (QBRs/EBRs) to demonstrate value, performance, and alignment with client goals.
• Serve as the executive point of contact for strategic enterprise, hyperscale, and colocation customers, ensuring service delivery meets contractual commitments and business objectives.
• Develop and manage the client services department budget, including resource planning and cost optimization.
• Monitor and report on key client metrics such as retention, satisfaction (NPS/CSAT), revenue growth, and churn.
• Foster open, respectful, and professional communication directly within the team as well as with co-workers/ teammates and leaders across the organization.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Information Technology, Engineering, or a related field required; MBA or other advanced degree preferred.
• 10+ years of progressive leadership experience in Client Services, Customer Success, Account Management, or related functions, including at least 5 years in senior leadership roles.
• Preferred experience within the data center, digital infrastructure, colocation, cloud services, telecommunications, managed services, or broader technology industries.
• Proven track record managing large enterprise accounts and developing long-term strategic customer relationships in a complex, service-driven environment.
• Demonstrated success building, scaling, and leading high-performing client services, customer success, or account management organizations.
• Strong understanding of service delivery, account governance, SLA management, client reporting, and operational excellence.
• Experience working with enterprise technology customers, including hyperscale, cloud, colocation, or mission-critical infrastructure clients preferred.
• Proven ability to partner cross-functionally with Operations, Sales, Engineering, and Executive Leadership teams to drive customer satisfaction, retention, and revenue growth.
• Strong financial acumen with experience managing departmental budgets, forecasting resources, and optimizing operational performance.
• Exceptional communication, executive presence, relationship-building, and negotiation skills with the ability to influence stakeholders at all levels.
• Experience leveraging technology, automation, analytics, and CRM platforms to improve client experience, visibility, and operational efficiency.
• Demonstrated ability to lead strategic initiatives, drive organizational change, and deliver measurable business results.

Reports To

Chief Commercial Officer

Location

Onsite - Austin

Travel

Frequent travel may be required as needed.

This job operates in a professional office environment. This role routinely utilizes standard office equipment, including laptop computers and smartphones.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, use hands, and lift up to 25 pounds.

Position Type/ Expected Hours of Work

This is a full-time position. General hours and days of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Some nights and weekends may be required.