Director, Client Management

About the role

The Director, Client Management leads a high‑performing client relationship team to drive satisfaction, retention, and long‑term value for customers. Based in the United States, you will act as a strategic partner, ensuring client needs are understood and addressed while collaborating with sales, operations, and product teams.

Key responsibilities

• Lead daily operations, performance, and development of the client relationship team.
• Design, implement, and continuously improve client management processes, tools, documentation, playbooks, and account plans.
• Partner with internal stakeholders (sales, operations, product) to resolve challenges and deliver customer‑focused solutions.
• Monitor service metrics, team KPIs, and account health to identify improvement opportunities.
• Build trusted relationships with key customers to increase engagement, satisfaction, and retention.
• Conduct strategic account meetings, status reviews, and planning sessions with senior stakeholders.
• Manage escalation of complex client concerns, critical issues, or service disruptions.
• Provide leadership updates on strategic accounts, customer trends, and business opportunities.

Required profile

• 12+ years of professional experience, including 4+ years in leadership roles.
• 3+ years of experience in client‑facing service organizations, preferably in Customer Success, Account Management, or IT services.
• Bachelor’s degree or equivalent professional experience.
• Proven ability to influence stakeholders, manage complex relationships, and drive operational excellence.

Required skills