Head of Client Success

The Head of Client Success (HCS) creates and drives an obsessive and unrivaled beginning-to-end client experience. HCS is responsible for the entire client lifecycle and finding opportunities to broaden and strengthen COMPANY’s impact and the success of our clients and our client engagements. 

This position is responsible for the COMPANY client experience from end to end. The HCS drives the client experience through:

Creating internal client success processes, systems and metrics:

• Defining and developing the optimal post-sales client journey
• Developing and implementing robust core processes and cadences to strengthen client management, oversight, and success
• Implementing and standardizing intervention points in the journey
• Training and coaching the COMPANY team on the client journey with templates and best practices
• Implementing and maintaining systems for the betterment and measurement of the client experience journey, and milestones 
• Driving process and utilization of metrics to consistently execute on statements of work and developing accurate forecasts of upsetting and cross-sell activity
• Developing and continuously refining playbooks and tool used to drive customer engagement 

Facilitating and designing an optimal client experience for the entire client journey:

• Ensuring a smooth handoff from the Sales team to Client Success as each new client comes on board by creating and iterating on best practices for scoping and onboarding sessions
• Leading in partnership with the individual engagement leaders, client kick-off meetings
• Investigating and implementing best practice additions and changes to ensure COMPANY’s client service is the most effective 
• Establishing yourself as a trusted advisor to clients and proactively connecting with clients at defined intervals to assess and improve client experience while reducing client churn
• Identifying opportunities to expand COMPANY’s impact with existing clients through cross-selling and up-selling, connections, or referrals 
• Managing the client gift and referral recognition process
• Gathering case studies and client quotes to support the COMPANY marketing team
• Owning client feedback and ensuring all relevant stakeholders are informed of the feedback and supported with implementing any necessary changes
• Managing client check-lists, staff transitions, and promotional communications to clients
• Partnering with the COMPANY team to lead the assessment and resolution of client issues 
• Ensuring client graduation are conducted in a seamless fashion with impeccable communication to all stakeholders 

Operating as a member of the COMPANY Leadership Team:

• Identifying opportunities for continuous improvement and learning from best practices in the industry to bring them to the greater COMPANY community
• Maintaining and promoting a business-wide culture of Client Success through business and personal relationships with clients and the COMPANY team
• Aligning and collaborating with internal teams to create systems, thinking, and innovating that include representation of the client experience

The ideal candidate for this role is:

• You are strategic and able to see the value drivers in a service- based business. You can also dive deep into details and get your hands dirty
• You are motivated to create, educate, and partner with others. You are experienced in creating new programs or processes and driving successful adoption and buy-in organization-wide 
• You are curious and enjoy learning new things. You are consistently looking at ways to challenge and improve yourself. 
• You thrive on building deep relationships and finding ways to be of service to others.You are an empathetic leader and can influence through persuasion, negotiation, and consensus-building. You have a knack for leveraging relationships to create value for all. 
• You masterfully navigate all types of communications whether it be in person or via the written word. You can also speak business with a strong business acumen
• You are a problem solver. Sometimes you create them just to solve them (Just kidding. Don’t do that.)
• You are driving to excess company, team, and individual goals. You have a passion for growth and meet or exceed revenue targets with ease. 
• You are self-directed with a strong work ethic. you are agile and can pivot on a dime. you know how to prioritize and follow through like a boss
• You are highly accustomed to ulitizing technology tools to improve effectiveness and can probably teach us a thing or two 
• You’ve held a sales role before but you prefer working in the post-sales capacity
• You know your way around an Excel spreadsheet and numbers don’t scare you. You have a strong ability to understand, analyze, and interpret data to make organizational planning, and problem-solving decisions

Education and Experience

• Bachelor’s degree
• 5+ years of client management experience required
• Prior accounting and finance experience is a plus
• Experience with Hubspot platform a plus

Physical Demands & Travel Requirements

• In-person interaction with clients is important; estimated travel time is 25%