Head of Client Experience & Growth

SFC Payroll Inc; United States; On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Paid vacation

Job summary

Sasser is seeking a Director of Client Experience to lead a high-performing team of Strategic Customer Managers and Strategic Account Managers. You will establish best-in-class account management practices, drive retention, and coordinate with Sales, Operations, Fleet, Credit, and Marketing to deliver a seamless client experience.

You will own renewals, guide expansion opportunities, and protect margin while building long-term, executive-level partnerships across North America.

Qualifications

• Bachelor's degree in Business, Marketing, Management, or a related field.
• 10+ years of progressive leadership experience in CRM, account management, customer success, or related roles.
• Proven track record of driving customer retention, renewals, revenue growth within existing accounts, customer satisfaction, and long-term strategic partnerships.
• Experience leading and developing high-performing account management, customer relationship, or customer success teams while building scalable retention and engagement practices.
• Experience collaborating cross-functionally with Sales, Operations, Fleet, Finance, Credit, and Marketing to deliver exceptional customer experiences and achieve business objectives.

Responsibilities

• Lead the Customer Relationships organization with accountability for customer retention, revenue growth within existing accounts, customer satisfaction, and portfolio profitability.
• Develop and execute customer relationship strategies that strengthen long-term partnerships, increase share of customer business, and maximize customer lifetime value.
• Establish and standardize account management disciplines, including customer segmentation, business review cadence, strategic account planning, and customer engagement practices.
• Own renewals and extensions across the customer portfolio, making sure rentals are extended or renewed before vehicles come off rent.
• Lead proactive save and win-back efforts for at-risk, declining, and lapsed customers, and address the root causes of customer attrition.
• Grow share of customer business through additional units, new projects, new job sites and locations, and cross-selling with Moventum Leasing.
• Protect fleet utilization and asset value by keeping vehicles on rent and aligning customer demand with fleet availability.
• Manage renewal pricing and rate adjustments within established guidelines to protect margin and support long-term profitability.
• Develop strategies to identify customer expansion opportunities while proactively mitigating customer attrition and business risk.
• Lead, coach, and develop a team of Strategic Customer Managers and Strategic Account Managers to deliver exceptional customer experiences, customer retention, and account growth.
• Establish clear goals, KPIs, and accountability, including customer and revenue retention, renewal and extension rates, units on rent per account, share of customer business, utilization, customer satisfaction, and payment performance.
• Partner with the Senior Vice President, Sales & Customer Experience and Human Resources to support career development, succession planning, organizational design, and talent development.
• Foster a collaborative, customer-centric culture focused on accountability, responsiveness, operational excellence, and long-term relationship development.
• Build and maintain executive-level relationships with key regional and national customers, serving as a senior point of contact for strategic accounts.
• Lead executive business reviews, customer planning meetings, and relationship management activities to strengthen partnerships and uncover new business within existing accounts.
• Monitor customer satisfaction, service performance, utilization trends, payment behavior, and overall account health to proactively identify risks and opportunities.
• Represent Express 4X4 at customer meetings, industry conferences, trade shows, and other events that strengthen customer relationships and promote the company's brand.
• Continuously evaluate customer portfolios against business objectives, including retention, profitability, utilization, payment performance, and long-term growth potential.
• Translate corporate customer experience strategies into actionable customer relationship plans that support overall commercial objectives.
• Track and analyze customer relationship performance metrics, adjusting strategies to maximize retention, portfolio growth, customer satisfaction, and profitability.
• Provide regular reporting and strategic recommendations to the Senior Vice President, Sales & Customer Experience, highlighting customer trends, business risks, growth opportunities, and progress toward strategic objectives.

Skills

Leadership

Strategic thinking

Analytical skills

Financial acumen

Executive relationship management

CRM platforms

Power BI

Salesforce

Education

Bachelor's degree in Business, Marketing, Management, or related field

Tools

CRM platforms

Power BI

Salesforce

Job description

Sasser is seeking a Director of Client Experience to lead a high-performing team of Strategic Customer Managers and Strategic Account Managers. You will establish best-in-class account management practices, drive retention, and coordinate with Sales, Operations, Fleet, Credit, and Marketing to deliver a seamless client experience.

You will own renewals, guide expansion opportunities, and protect margin while building long-term, executive-level partnerships across North America.