Director of Client Success & Retention

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

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.