Director, Client Success

Job description

About Shift Paradigm

Shift Paradigm is a client services business that focuses on implementing and activating technology and data to make sales and marketing work. Our people bring combined experience across technology, data & analytics, business strategy and campaign operations to accelerate our clients’ businesses. We keep pace with change in modern marketing and technology in order to create both effective, scalable and future-proof solutions for our clients that span both the Fortune 500 list and emerging industry leaders. We have also built strong relationships with the world’s most influential martech platforms and are key partners to them and their clients.

Role Details:

Location: Remote (must be based in NYC/Tri-State Area)

Travel: 2-4+ client visits / month in NYC expected

The Role

As a Director of Client Success, you’ll be the strategic partner clients turn to when they need to solve complex challenges. You’ll drive commercial success across your portfolio while building trusted relationships that expand our impact. This role combines strategic thinking, consultative selling, and operational excellence to deliver exceptional client outcomes.

What You’ll Accomplish

Client Partnership & Growth

• Own the commercial success of your portfolio, identifying opportunities and mitigating risks to exceed revenue targets
• Serve as a trusted advisor, understanding client business models and creating solutions that drive measurable results
• Lead strategic account planning to expand Shift Paradigm’s footprint and deepen client relationships
• Navigate the full sales cycle from solution design through contract execution
• Responsible for the bookings revenue and margins within your accounts

Strategic Leadership

• Architect innovative solutions during new business pursuits, collaborating across teams to create winning proposals
• Translate industry trends into actionable client recommendations and long-term roadmaps
• Champion client perspective internally, advocating for solutions that balance client needs with business objectives
• Drive service innovation by bringing client insights back to inform company strategy

Cross-Functional Collaboration

• Partner with delivery and project management teams to ensure exceptional client experiences
• Serve as an escalation point, crafting clear solutions for complex challenges
• Maintain accurate financial forecasts and pipeline data
• Provide direct feedback and coaching to team members for continuous improvement

What You Bring

Experience & Expertise

• Background in professional services with demonstrated success retaining and growing client relationships
• Proven ability to achieve business outcomes in fast-paced, entrepreneurial environments
• Strong business acumen with understanding of diverse business models and go-to-market strategies
• Marketing technology experience (marketing automation, CRM, CDP, data platforms)

Skills & Capabilities

• Strategic thinking with ability to synthesize complex information into clear roadmaps
• Consultative approach to problem-solving, focusing on root causes and sustainable solutions
• Excellence in written and verbal communication, adapting style to audience needs
• Comfort with ambiguity and ability to make sound decisions with incomplete information
• Strong influence and persuasion skills to build consensus across diverse stakeholders

Mindset

• Client-first orientation with genuine curiosity about different industries and challenges
• Results-driven approach with entrepreneurial spirit
• Commitment to continuous learning in sales, marketing, and technology trends
• Collaborative leadership style that empowers cross-functional teams

What We Offer

• Competitive compensation aligned with your experience and impact
• Remote flexibility with NYC/Tri-State requirement for client collaboration
• Collaborative culture that values diverse perspectives and innovative thinking
• Work that makes a measurable difference for leading brands

Competitive compensation package with total cash compensation of $115,000-$140,000 base + variable commission. No relocation assistance can be offered at this time.