Director of Client Services

Jobgether; United States; Remote; USD 135,000 - 155,000; Full time

Benefits offered by this job

Competitive base salary

Short-term incentives

401(k) plan with employer matching

Healthcare coverage

Flexible vacation policy

Paid holidays

Learning and development days

Remote work across US

Job summary

Jobgether seeks a senior leader to own and continuously improve our Client Services strategy, standards, and delivery quality. You will coach Engagement Management, Launch Management, and Learning Experience teams, guiding post-sale onboarding, sponsor follow-ups, and expansion opportunities across major accounts.

You will partner with Sales and Product to translate client needs into pragmatic learning solutions, manage risk, and drive measurable performance while maintaining a flexible, fully

Qualifications

• 7+ years in B2B professional services or similar environments with complex client relationships.
• Experience developing client services strategies and managing post-sale engagements.
• Hands-on solution design experience for corporate learning or professional services.
• 5+ years of direct people management with coaching and career development.
• Strong cross-functional collaboration with commercial, product and delivery teams.
• Ability to lead through ambiguity and tie plans to measurable outcomes.

Responsibilities

• Lead Client Services strategy, standards, playbooks, and processes for engagement and delivery.
• Manage and develop Engagement Management, Launch Management, and Learning Experience Design teams.
• Own post-sale client lifecycle from onboarding to sponsor follow-up and expansion.
• Serve as senior relationship partner for major accounts and escalation point.
• Drive risk management, corrective actions, and proactive issue resolution.
• Optimize resource allocation across teams while maintaining standard delivery.
• Support pre-sale design by translating client needs into feasible learning solutions.
• Lead complex proposals and RFPs across cross-functional inputs.
• Establish scope and commercial guardrails before commitments.
• Improve deal handoffs with accurate documentation and clear briefs.

Skills

Client relationship mgmt

Strategic leadership

Cross-functional collaboration

Solution design

Team coaching

Risk & issue management

Business acumen

Tools

HubSpot

CPQ tools

Proposal management platforms

Client reporting dashboards

Job description

• Lead Client Services strategy: Define and continuously improve the strategy, operating standards, playbooks, and processes that govern client engagement, delivery quality, account management, and escalation.
• Manage and develop teams: Lead Engagement Management, Launch Management, and professional services Learning Experience Design teams, coaching team members to strengthen their judgment, capabilities, confidence, and performance.
• Oversee the client lifecycle: Own the post-sale experience, including onboarding, sponsor follow-up, impact reviews, account health monitoring, issue resolution, contract completion, and transitions to Sales for rebooking and expansion.
• Manage strategic client relationships: Serve as a senior relationship partner and escalation point for major accounts, providing direct support when client relationships are at risk or additional leadership involvement is needed.
• Drive service recovery and risk management: Lead account risk reviews, establish corrective actions, address recurring delivery issues, and ensure potential problems are identified and resolved proactively.
• Optimize resource allocation: Balance portfolio assignments and deal allocation across teams, manage delivery capacity, and ensure customization requests are appropriately scoped and resourced without compromising standard delivery.
• Support pre-sale solution design: Partner with Sales Consultants to translate client needs into compelling, practical learning solutions that align with product capabilities, delivery resources, financial expectations, and established service guardrails.
• Guide complex proposals and RFPs: Lead solution design and feasibility assessments for complex opportunities, coordinating input from Product, Facilitation, Launch Management, and Learning Experience Design.
• Establish scope and commercial guardrails: Approve complex client solution scopes, distinguish standard offerings from advanced customization, and secure the necessary cross-functional approvals before commitments are made.
• Improve deal handoffs: Ensure closed deals have accurate documentation and clear solution briefs so Engagement Managers and Learning Experience Designers can deliver against agreed expectations.
• Strengthen cross-functional collaboration: Partner with senior leadership, Sales, Product, Facilitation, RevOps, and Sales Enablement to improve delivery coordination, proposal systems, CRM processes, CPQ tools, and impact reporting.
• Translate client insights into improvements: Identify trends in client requests, pricing, engagement, and lost opportunities, sharing actionable insights with Product, leadership, and client-facing teams.
• Maintain learning solutions expertise: Develop a strong understanding of the organization's workshops, on-demand learning, and broader learning portfolio, including its science-backed behavioral methods and Tipping Point Skills framework.
• Drive measurable business performance: Support rebooking and expansion targets, maintain visibility into account health, improve delivery backlog and program pacing, and contribute to sustainable service costs and revenue performance.
• Monitor client satisfaction and service quality: Support company-wide Net Promoter Score (NPS) goals, own transactional feedback measures such as TNPS and CSAT, and meet service-level response targets across solutioning and delivery functions.

Requirements

• At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment, including ownership of complex client relationships and the delivery of successful client programs.
• Demonstrated experience developing client services strategies, managing complex post-sale engagements, mitigating account risks, and driving client satisfaction, retention, rebooking, and expansion.
• Hands‑on experience in solution design or solutions architecture, ideally involving corporate learning programs or professional services engagements, with the ability to turn ambiguous client needs into feasible, well‑defined solutions.
• At least 5 years of direct people management experience, including responsibility for team performance, coaching, professional development, and career growth.
• Strong cross‑functional collaboration skills, with the ability to work effectively with commercial teams, product and delivery specialists, facilitators, and client services professionals.
• Demonstrated ability to lead through ambiguity, translate client needs into actionable plans, and connect team performance to measurable business outcomes.
• Strong commercial and business acumen, including an understanding of organizational transformation, behavioral change across departments, and the internal dynamics that influence client decisions.
• Excellent judgment in scoping engagements, balancing client expectations with delivery feasibility, resource constraints, financial considerations, and service quality.
• Strong communication, stakeholder management, and relationship‑building skills, with the ability to influence senior leaders and manage sensitive client situations.
• A systems‑oriented mindset, with the ability to improve processes, establish consistent operating practices, use performance metrics, and identify opportunities to strengthen efficiency and scalability.

Preferred Qualifications

• Experience in B2B professional services, solutions engineering, or a comparable consultative delivery environment.
• Background in Learning and Development consulting or corporate training solutions.
• Experience leading client relationships, professional services functions, or delivery teams within a services-based business.
• Familiarity with CRM and operational systems such as HubSpot, CPQ tools, proposal management platforms, and client impact reporting.

Benefits

• Competitive base salary: $135,000-$155,000 annually.
• Short-term incentives: Eligibility to participate in a Success Share incentive program.
• Equity-related rewards: Opportunity to receive a Profits Interest Units grant commensurate with the role.
• Healthcare coverage: Medical, dental, and vision insurance.
• Retirement benefits: 401(k) plan with employer matching.
• Flexible vacation policy: Paid time off with flexibility to support work-life balance.
• Paid holidays: 11 federal holidays and 2 additional company holidays.
• Additional time off: Kind Fridays and a paid year-end break during the final week of the year.
• Learning and development: Dedicated Learning Days and opportunities to continue developing professional skills.
• Health and wellness: Health and Wellness benefit to support employee wellbeing.
• Remote work: Fully remote position open to candidates across the United States, with a preference for those able to work East Coast hours.
• Collaborative culture: An environment that values continuous learning, curiosity, teamwork, humor, and meaningful impact.
• Inclusive workplace: Commitment to equal employment opportunities and reasonable accommodations for individuals with disabilities.