Job Description
Senior Director, Client Services
A global leader in innovative supply chain solutions is seeking a Senior Director, Client Services to join their team. In this role, you will establish and scale a consultative Client Services organization. This role is pivotal in delivering a superior customer experience that maximizes customer satisfaction (CSAT), drives high retention rates, and accelerates growth. The ideal candidate will build a team and framework that operates on a proactive, data-driven, and analytical approach, positioning our Customer Success Managers as trusted advisors who consult clients through successful service adoption, best practice implementation, and continuous improvement improvement.
You will design and lead a Client Services structure and team delivering best-in-class customer experience, ensuring seamless onboarding, value delivery, and long-term retention. You’ll partner closely with our VP of Business Development and VP of Global Account Management to align customer needs and objectives with the designed solution and value proposition to proactively guide customers to achieve their desired outcomes. In establishing consultative engagement methods using data-driven, analytical processes you will lead the effort to build loyalty, reduce churn, and drive business growth focusing on building long-term relationships to support and maximize customer value and profitability.
What it’s like to work here:
This organization empowers high-performance teams to solve complex global challenges through creativity, partnership, and technology. Employees enjoy a supportive, collaborative environment where initiative and growth are celebrated. With a focus on work-life balance and professional development, this company provides meaningful opportunities for technical and personal advancement in a truly global workplace.
What you will get to do:
- Cultivate a high-performing culture defined by ownership, accountability, and continuous improvement, serving as an inspiring leader for a dispersed team.
- Establish a coaching and enablement program to cultivate a team of trusted, analytical advisors capable of consulting clients.
- Develop and mentor team members while cultivating a culture of accountability.
- Design and optimize organizational structure, playbooks, systems, and processes to deliver measurable impact, scale efficiently, and drive business objectives.
- Design and execute the company’s customer success strategy and playbook, focusing on a proactive and analytical approach to health scoring, risk mitigation, and opportunity identification.
- Champion initiatives that strengthen customer trust and loyalty.
- Act as the escalation point and strategic sponsor for top-tier clients, ensuring strong relationships at the senior leadership level.
- Lead the team in consistently articulating the realized value and ROI of their solutions.
- Formalize a process to capture, analyze, and communicate customer feedback and insights directly back to Product, Sales, and Marketing teams to drive continuous improvement.
- Drive improvement in key metrics: Net Revenue Retention, Gross Retention, Customer Lifetime Value, and Net Promoter Score
- Set clear staff performance metrics (time-to-revenue, adoption scores, customer satisfaction) with regular reviews
- Create executive dashboards showing customer health, adoption trends, and CS impact on finances
- Build trust and credibility with clients, leadership, and cross-functional teams
- Partner with Business Development, Account Management, and Solutions teams to create a seamless customer journey
- Establish clear Sales-to-CS handoff process for smooth onboarding and coordinated account growth
- Collaborate with Account Management to identify expansion opportunities and support growth pipeline
What will make you successful:
- 10+ years of progressive experience in Client Services, Customer Success, Account Management, or Consulting, with at least 5 years in a senior leadership role (Director or above) managing managers and global teams.
- Bachelor’s degree in Business, Marketing, Supply Chain, or related field, or equivalent combination of education and experience.
- Demonstrated success in building, scaling, and managing a high-retention, high-growth organization, ideally within a Services, Supply Chain, or Logistics business model.
- Deep analytical fluency and proficiency with CS or CRM platforms (e.g., HubSpot, Salesforce) for data-driven decision-making.
- Exceptional leadership, coaching, and presentation skills with a proven ability to communicate effectively with C-suite executives both internally and externally.
- Demonstrated experience in building a consultative customer engagement operating model with ability to influence and engage stakeholders at all organizational levels.
- Excellent communication skills, with the ability to influence executive stakeholders.
- Demonstrated ability to create executive-level presentations, reports, and correspondence.
- Exceptional interpersonal and relationship-building capabilities.
- Willingness to travel 25% of time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
