Director, Client Success

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November 22

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HighlightTA

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HR Tech • Recruitment • SaaS

HighlightTA is your on-demand talent team that simplifies hiring by embedding talent partners directly into your organization. They offer solutions for project management, recruitment functions, and operational projects, tailoring their approach to fit the unique needs of each business. With a data-driven strategy, HighlightTA ensures quick access to top-tier talent while allowing flexibility in scaling team engagement.

2 - 10 employees

Founded 2024

👥 HR Tech

🎯 Recruiter

☁️ SaaS

📋 Description

• Lead, grow and evolve a highly motivated and successful team of Client Success Managers with a heavy focus on Investor Relations tools and management. • Foster a culture of trust, collaboration, growth and iteration • Collaborate with leaders to define people strategy including talent acquisition, training & development, goal setting, coaching & feedback and performance management • Lead team meetings and communicate expectations, process changes, strategy, requirements and business updates • Monitor and measure performance; provide feedback and lead quarterly performance evaluations • Oversee and manage hiring, onboarding and training. Decision making ability around hire/retention • Lead and/or partner with CS team or cross-functional teams (Account Management, Support, Events, Sales, Activations, Product, Marketing) to build and facilitate training, best practices, and processes to elevate team skills, knowledge and overall success • Own the achievement of key performance indicators (KPIs) for the team, specifically relating to client retention/churn reduction, product adoption rates, and measurable value realization. • Develop, lead and delegate key initiatives, process/workflow, or programs that align with strategic business priorities. Monitor and report on progress and results. This includes a strategic upgrade project that touches most client programs. • Collaborate on and drive Client Success programs and playbooks during all stages of the client lifecycle focusing on retention, expansion, and optimization of process and product adoption. • Establish and enforce rigorous data quality standards for all client success metrics, reporting, and client health scoring within the CRM/CS platform to ensure data integrity. • Leverage client data and platform usage analytics to identify at-risk clients, uncover opportunities, and drive proactive, data-informed outreach strategies. • Provide accurate, timely, and insightful forecasting and reporting on Client Success performance to the executive leadership team. • Monitor client health and advocate for the client in all interactions • Monitor and report on key Client Success indicators: retention, CSAT, NPS, Client Health. • Play a lead role in resolving client escalations. Collaborate with internal teams and resolve client issues effectively and with urgency • Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices • Acquire and maintain a strong working knowledge of Client Success models, programs, trends and best practices to continually develop CSMs and optimize client journey & success • Become a knowledge expert on all Q4 products and services; supporting the expansion strategy • Non-business hour monitoring of critical client and employee activities and providing CSM support during events such as quarterly earnings • May also perform some of the responsibilities found at the Senior Director level

🎯 Requirements

• Minimum of 5 years of progressive experience in a Client Success, Account Management, or Consulting role within a B2B SaaS or technology environment. • A minimum of 2 years of direct people management experience, specifically leading and mentoring a team of Client Success Managers (CSMs), Account Managers, or other client-facing professionals. • Demonstrated history of being Outcome/Project Driven, with a strong portfolio showcasing successful management of complex client projects from initiation to completion, ensuring alignment with defined client business outcomes. • Proven expertise in client escalation management, including the ability to take ownership of high-priority and sensitive client issues, develop strategic recovery plans, and effectively communicate with executive-level stakeholders to resolve conflicts and restore client trust. • Inspiring, motivational leader who rallies teams around a shared mission, builds a positive high-performance culture, and elevates each team member through coaching and empowerment. • Strong analytical skills with experience defining, tracking, and reporting on key Client Success metrics (e.g., Net Revenue Retention, Churn Rate, CSAT/NPS, Time-to-Value). • Excellent communication, presentation, and negotiation skills across all levels of an organization, both internally and externally.

🏖️ Benefits

• Peace of Mind & Family – Flexible benefit plans, wellness, lifestyle and parental leave top-up if you have a growing family • Wellness & Life – Flexible paid time off and benefit program, retirement plans, 30-day work-from-anywhere program, and a flexible work environment • Unlock Your Potential – Learning allowance, mentorship, leadership forums, and gig programs