Director, Client Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $160k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Nexcess

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🤝 B2B

🛍️ eCommerce

B2B • eCommerce

Nexcess is a managed web hosting provider focused on performance, security, and reliability for business websites and online stores. The company offers managed hosting and related services optimized for e-commerce platforms and content management systems, with features like CDN and security integrations to support business and agency customers running WordPress, WooCommerce, Magento, and other web applications.

📋 Description

• Lead, coach, and develop the Client Success and Technical Account Management teams through 1:1s, coaching sessions, call reviews, performance discussions, and professional development • Establish role expectations, performance standards, operating practices, and development plans • Assess organizational capacity and recommend hiring, organizational, or resource changes • Develop a leadership model enabling effective, independent team operation with oversight of high-risk or high-value situations • Lead development and execution of the Client Success strategy for the Managed Cloud business unit • Establish approaches to client health scoring, risk identification, account planning, renewal preparation, escalation management, and client engagement • Monitor client health and identify accounts at risk of churn or declining engagement • Participate in complex renewals, escalations, executive business reviews, and strategic client conversations • Coach CSMs and TAMs through challenging client situations • Partner cross-functionally to address recurring issues affecting satisfaction, adoption, retention, or time-to-value • Establish repeatable retention and client-success practices • Partner with Sales and Account Executives on expansion, upsell, cross-sell, account planning, and install-base growth • Define roles and rules of engagement between Client Success, TAM, and Sales • Define and strengthen the Technical Account Management operating model • Clarify CSM and TAM responsibilities across onboarding, technical reviews, escalations, adoption, and account management • Communicate technical client needs and recurring themes to Product, Support, Engineering, and relevant teams • Develop and maintain a Client Success metrics framework covering NRR, GRR, revenue churn, logo churn, expansion, adoption, time-to-value, and client coverage • Establish operating cadences for renewal reviews, account planning, client health reviews, pipeline collaboration, and executive reporting • Improve data quality and system-of-record discipline in the Client Success technology stack • Use client and business data to identify trends, risks, opportunities, and operational improvements • Report insights to leadership on client health, retention, expansion opportunities, and team performance • Partner with Sales, Product, Support, Engineering, Marketing, Finance, and other teams to improve the client lifecycle • Bring client feedback and trends to stakeholders to inform product, service, and operational improvements • Establish escalation paths and cross-functional ownership for client-impacting issues • Represent the client voice while balancing client needs with company priorities and business objectives • Build portfolio, team, and operating-model understanding during the first 90 days • Within 12 months, improve retention and NRR, establish scalable practices, improve visibility, support install-base growth, and build a high-performing Client Success and TAM organization

🎯 Requirements

• 7+ years of experience in Client Success, Account Management, Technical Account Management, client experience, or a related function within technology, cloud, infrastructure, managed services, or B2B SaaS • 3+ years of experience leading and developing Client Success, TAM, Account Management, or similar client-facing teams • Experience leading or partnering closely with both Client Success and Technical Account Management functions • Demonstrated experience developing or improving client retention, account management, client health, renewal, or expansion processes • Experience managing strategic client relationships and participating in complex client conversations, renewals, escalations, or executive-level engagements • Demonstrated ability to coach and develop teams while remaining engaged in client-facing work • Experience partnering effectively with Sales on client retention and expansion initiatives • Strong understanding of Client Success metrics, including retention, churn, expansion, adoption, client health, and related performance indicators • Demonstrated ability to use data to identify client trends, assess risk, and inform business decisions • Strong communication, relationship-building, problem-solving, and organizational skills • Ability to operate effectively in a fast-paced, evolving environment and establish structure where processes are still developing • Ability to work effectively in a remote environment and travel occasionally, generally less than 10%, based on business needs • Preferred: experience in cloud hosting, managed cloud, infrastructure, WordPress, web services, or a comparable technical environment • Preferred: experience working with technical clients, engineering teams, developers, agencies, or other technically sophisticated stakeholders • Preferred: familiarity with client-success platforms, CRM systems, client health scoring, account planning, and related technologies • Preferred: experience building or scaling a Client Success or TAM function during organizational or business growth • Preferred: experience developing client lifecycle strategies, retention programs, or expansion motions • Preferred: familiarity with SaaS or managed-services business models and recurring-revenue metrics • Ability to communicate effectively and exchange information with others • Regular use of a computer, keyboard, and standard office equipment

🏖️ Benefits

• Bonus • Approved remote work environment • Occasional travel generally less than 10% • Reasonable accommodations for qualified individuals with disabilities