Client Success Director
Job Description
Description
Department : Sales and Sales Management, Type: Full Time
The Client Success Director (CSD) is a leadership role responsible for ensuring client satisfaction, retention, and growth by delivering exceptional service and fostering strong relationships. This role involves strategic planning, team leadership, and cross-functional collaboration to enhance customer experience and drive business success. The CSD will oversee client success teams, implement best practices, and work closely with internal departments to ensure clients achieve their goals with the company’s products and services.
Key Results Area
Service Delivery & Operational Excellence
Ensure consistent, high-quality service delivery that meets or exceeds client expectations
Work closely with product and technical teams to resolve client issues and improve service efficiency
Develop and implement client success programs, including training materials and best practices.
Leverage data and analytics to refine processes and optimize the customer journey
Client Relationship Management
Ensure clients receive maximum value from products and services, driving satisfaction and retention
Develop and maintain deep relationships with key clients, acting as a trusted advisor
Oversee client onboarding and implementation, ensuring a seamless experience
Gather client feedback to identify areas for improvement and innovation and drive change
Strategic Leadership
Help define and execute a client success strategy that aligns with overall business goals
Lead and mentor a client success team, promoting a culture of collaboration and client advocacy
Establish key performance metrics to measure client satisfaction, retention, and team efficiency
Identify industry trends and emerging needs to enhance service offerings
Business Development & Growth
Partner with the sales team to identify expansion opportunities within existing accounts
Develop and execute strategies for upselling and cross-selling to maximize revenue growth
Represent the company at industry events, networking opportunities, and client meetings to strengthen relationships
Support contract renewal negotiations to ensure long-term partnerships
Build, train, and manage a high-performing client success team
Provide continuous coaching, feedback, and professional development opportunities
Foster a culture of proactive client engagement and data-driven decision-making
Conduct regular performance evaluations and implement strategies for improvement
Skills & Qualifications
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
MBA preferred
Certifications in customer success, leadership, or business development are a plus
7-10 years of experience in client success,
Company
Advatix Inc.
Location
, ON, Canada
Country
Canada
Salary
125.000
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