Director of Client Success

The Service Companies; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

The Service Companies is seeking a Director of Client Success to lead a strategic, proactive client engagement program across the lifecycle. You will build executive relationships, identify risks, and partner with Operations, Sales, and Finance to maximize retention and account value.

You will establish standard tools, KPI dashboards, and playbooks to ensure a consistent client experience across locations, while driving revenue protection and expansion opportunities.

Qualifications

• 7+ years in Client Success, Account Management, or related function in B2B services.
• Experience building or improving client success and retention programs.
• Proven ability to manage strategic relationships with senior stakeholders.

Responsibilities

• Design and execute a proactive client success and retention program across the lifecycle.
• Strengthen executive-level relationships and partner with operations, sales, and finance.
• Develop client health/risk indicators and early-warning escalation processes.
• Lead regular business reviews to demonstrate value and identify growth opportunities.
• Create Voice of the Client programs to capture feedback and drive improvements.
• Translate client feedback into action plans with clear accountability.

Skills

Client Success

Account Management

Executive Stakeholders

Renewals

Retention Strategy

Financial Acumen

Cross-functional Influence

Tools

CRM software

Microsoft Office

BI Tools

Job description

Position Location

Remote / Nationwide – Up to 70% travel required

Reporting Structure: This position reports directly to the CEO

Company Overview

The Service Companies (TSC) is the premier service provider to the hospitality, gaming, healthcare, education, and corporate catering industries. With over 4,500 team members serving 750 locations across 39 states, TSC is dedicated to delivering exceptional service quality and performance. As a privately owned company under TPG Twin Brook Capital Partners' ownership, TSC values a culture that empowers employee involvement and performance, driven by "The TSC Way." We're Partners in Excellence, which means we are committed to achieving the highest quality standards and delivering exceptional experiences for our clients, team members, and the organization. The company operates through three separate business groups:

• Managed Services – Turn-key Hospitality/Casino Housekeeping, Stewarding, Third Shift Cleaning, Public Area Cleaning, Laundry, Kitchen Cleaning
• Managed Services Staffing – Hospitality Staffing for the Resort, Casino & Event space.
• Specialty Services – Window and Chandelier Cleaning, Pressure Washing, Pool Cleaning and Maintenance, Exterior Building Cleaning

Position Overview

The Director of Client Success is a strategic leadership role responsible for designing and executing The Service Companies' client success and retention program. This position will establish a consistent, proactive approach to customer engagement across the customer lifecycle, strengthen executive-level relationships, identify risk before it impacts a relationship, and ensure customers recognize the value TSC delivers. The Director will serve as a voice of the customer internally and partner closely with Operations, Sales, Finance, and executive leadership to improve customer satisfaction, retention, and long-term account value.

• Develop and implement a comprehensive Client Success program, including customer segmentation, engagement standards, account planning, executive touchpoints, business reviews, and retention playbooks.
• Create a structured customer lifecycle and engagement cadence that ensures proactive communication from onboarding through ongoing service delivery, renewal, and expansion.
• Build and maintain strong relationships with key customer stakeholders and executive decision-makers, serving as a trusted partner and strategic point of contact.
• Develop client health and risk indicators using operational performance, customer feedback, relationship strength, financial trends, service issues, and other relevant data.
• Establish an early-warning and escalation process for at-risk accounts and lead cross-functional retention plans to address concerns, restore confidence, and protect revenue.
• Lead regular customer business reviews that connect TSC performance to customer priorities, demonstrate value delivered, address emerging needs, and identify opportunities to strengthen the partnership.
• Create a Voice of the Client program to systematically capture, analyze, and communicate customer feedback, satisfaction trends, recurring concerns, and opportunities for improvement.
• Partner with Operations leaders to translate customer feedback into clear action plans and ensure commitments are tracked through resolution.
• Partner with Sales and Operations on renewal strategy, customer retention planning, contract-risk visibility, and appropriate opportunities to expand existing relationships.
• Develop standardized tools, templates, playbooks, and reporting that create a consistent customer experience across TSC accounts and regions.
• Establish and monitor Client Success KPIs, such as retention, renewal rate, customer satisfaction, customer health, at-risk revenue, issue resolution, engagement completion, and expansion opportunities.
• Provide executive leadership with regular reporting on portfolio health, customer sentiment, retention risks, key themes, and recommended actions.
• Serve as a senior escalation point for significant customer concerns and coordinate timely, accountable resolution across internal teams.
• Identify systemic trends and recommend changes to processes, service delivery, communication, training, or commercial strategy that improve the overall customer experience.
• Promote a customer-centric culture by helping leaders understand customer expectations, relationship risks, and the behaviors that drive long‑term loyalty.

Skills and Abilities

• 7+ years of progressive experience in Client Success, Account Management, Client Services, Operations, or a related customer-facing function; hospitality, facilities services, outsourcing, or other B2B service environments preferred.
• Demonstrated experience building or improving customer success, retention, account management, or customer experience programs.
• Proven ability to manage strategic customer relationships and communicate effectively with senior and executive-level stakeholders.
• Strong understanding of customer retention drivers, account risk management, renewals, relationship management, and value realization.
• Ability to convert customer feedback and operating data into practical strategies, priorities, and measurable action plans.
• Strong business and financial acumen, including the ability to understand account economics, revenue risk, contractual considerations, and business performance.
• Excellent communication, presentation, facilitation, negotiation, and executive presence.
• Highly collaborative with the ability to influence cross-functional leaders without direct authority and drive accountability for customer commitments.
• Analytical and process-oriented, with experience developing KPIs, dashboards, customer health measures, and executive reporting.
• Comfortable operating in a fast‑paced, multi-location environment with competing priorities and geographically dispersed customers and teams.
• Proficiency with CRM platforms and Microsoft Office applications; experience with customer success or business intelligence tools preferred.
• Ability to travel as needed to customer locations and company meetings