Sr. Director, Client Management

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Strategic impact

Executive exposure

Innovative client success

Global scalability

Inclusive culture

Job summary

Ladders is seeking a Sr. Director, Client Management to shape enterprise-wide client management strategy across implementation, support, and education in a fast-moving SaaS environment. The role partners with executive leadership, Product, and Sales to align customer lifecycle outcomes with growth objectives.

The position is remote for US-based candidates and offers a compensation range of $150,000–$180,000 annually. Strong leadership, governance, and renewal expertise are valued.

Qualifications

• Bachelor’s degree or equivalent experience; Master’s degree preferred.
• 12+ years in SaaS implementation, customer support, or customer success.
• 6+ years leading enterprise-level initiatives and cross-functional teams.
• Proven track record of scaling global customer success or service operations.
• Strong financial acumen with experience managing multi-functional budgets.
• Demonstrated success influencing enterprise strategy and engaging with executive stakeholders.
• Experience managing complex, integrated SaaS client portfolios.

Responsibilities

• Define and evolve enterprise-wide client management strategy and operating models.
• Align global implementation, support, and education with growth objectives.
• Establish governance frameworks, KPIs, and performance benchmarks.
• Lead executive-level client engagement and escalation management.
• Oversee budgeting, forecasting, and resource planning across client-facing teams.
• Drive onboarding, service delivery, and renewal strategies to improve retention and expansion.
• Partner with Product and Sales to optimize customer lifecycle outcomes.

Skills

Executive engagement

Cross-functional leadership

Financial acumen

SaaS knowledge

Enterprise programs

Education

Bachelor’s degree or equivalent

Master’s degree preferred

Job description

For our client, we are seeking a Sr. Director, Client Management to join the team of a leader in the Information Technology space.

This role will shape enterprise-wide client management strategy across implementation, support, and education functions in a fast-moving SaaS environment. The ideal candidate will drive service standards, operating models, and governance frameworks that improve retention, expansion, and overall client satisfaction. You will partner closely with executive leadership, Product, and Sales to align customer lifecycle outcomes with broader business growth objectives.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $150,000 – $180,000 annually

Responsibilities

• Define and evolve enterprise-wide client management strategy, service standards, and operating models
• Align global implementation, support, and education functions with broader business growth objectives
• Establish governance frameworks, KPIs, and performance benchmarks to measure success and drive accountability
• Lead executive-level client engagement, including strategic relationships and escalation management
• Oversee budgeting, forecasting, and resource planning across client-facing functions
• Drive innovation in onboarding, service delivery, and renewal strategies to improve retention and expansion
• Partner with Product and Sales leadership to optimize customer lifecycle outcomes and ensure voice-of-customer alignment

Qualifications

• Bachelor’s degree or equivalent experience; Master’s degree preferred
• 12+ years of experience in SaaS implementation, customer support, or customer success
• 6+ years of experience leading enterprise-level initiatives and cross-functional teams
• Proven track record of scaling global customer success or service operations
• Strong financial acumen with experience managing multi-functional budgets
• Demonstrated success influencing enterprise strategy and engaging with executive stakeholders
• Experience managing complex, integrated SaaS client portfolios

Benefits

• Opportunity to shape long-term service strategy with significant organizational influence
• Engage directly with executive leadership, enhancing professional growth and visibility
• Work in a dynamic environment focused on innovation in client success
• Be part of a team dedicated to global scalability and strong client satisfaction outcomes
• Contribute to creating a diverse and inclusive company culture

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.