Company: High growth digital education and online services organization

Role: Director of Client Success

Location: Fully Remote

Type: Full time, permanent

Reports to: Executive Leadership Team

Company Overview

Our client is a rapidly growing online education and digital services company focused on helping individuals build and scale online businesses through educational content, coaching, and digital products.

The organization has experienced significant growth over the past several years and operates with a fast paced, entrepreneurial, and performance driven culture. The business is supported by a distributed team and serves a large, highly engaged customer base across multiple product offerings.

Role Overview

We are seeking a Director of Client Success to lead and scale the client success and fulfillment function. This is a senior leadership role responsible for overseeing onboarding, client engagement, retention strategy, coaching operations, and overall customer experience across a high touch client environment.

The ideal candidate is a hands on operator with strong leadership capabilities and experience managing client success teams in fast growing, customer centric organizations. This individual will play a key role in building scalable systems, improving client outcomes, and supporting long term revenue retention.

Key Responsibilities

• Lead, coach, and develop a team of Client Success professionals and team leads

• Oversee client onboarding, engagement, retention, and fulfillment operations

• Manage escalations and support complex client experience situations with professionalism and urgency

• Build and improve SOPs, training materials, workflows, and internal processes

• Monitor and improve KPIs related to retention, customer satisfaction, client outcomes, and operational performance

• Partner cross functionally with leadership, operations, marketing, and product teams

• Foster a high performance, collaborative, and accountability driven culture

• Support organizational growth through scalable systems and team development

Required Qualifications

• 8+ years of progressive leadership experience within Client Success, Customer Experience, Operations, or related functions

• Proven success leading and developing high performing teams in fast paced environments

• Strong background in retention strategy, customer experience, and operational leadership

• Experience handling escalations and navigating sensitive client situations

• Demonstrated ability to build systems, processes, KPIs, and scalable operational frameworks

• Executive level communication skills with a strong ownership mentality

Preferred Qualifications

• Experience within education, coaching, subscription, membership, or digital services environments

• Background in high growth or founder led organizations preferred

• Familiarity with high touch customer engagement models and remote team leadership