About the Role
We are seeking a Director of Client Success to lead and transform our Client Services team into a strategic, proactive client success organization. This leader will be responsible for developing a team culture focused on relationship building, client outcomes, and data-driven decision making.
The ideal candidate brings 10+ years of experience leading Client Success teams, with a proven ability to build scalable processes, implement KPIs and metrics that guide decision making, and cultivate strong partnerships with clients.
This role will focus on helping our organization move beyond task-based support toward deep understanding of client goals, challenges, and opportunities within our platform.
Requirements
Key Responsibilities
Leadership & Team Development
Lead, mentor, and develop the Client Success team to build a proactive, relationship-driven culture
Establish clear goals, expectations, and accountability frameworks
Build a high-performing team that prioritizes client outcomes over task completion
Client Success Strategy
Develop and implement a Client Success strategy focused on retention, growth, and client satisfaction
Establish client success frameworks including onboarding, engagement, adoption, and renewal strategies
Partner with leadership to ensure the voice of the customer influences product and service improvements
Metrics & Data-Driven Decision Making
Define and implement KPIs and success metrics to measure team performance and client health
Build dashboards and reporting that provide actionable insights into:
Client engagement
Platform adoption
Retention and churn risk
Client satisfaction
Use data to proactively identify opportunities and challenges within the client base
Client Relationship Management
Foster strong executive-level relationships with key clients
Ensure the team deeply understands each client’s goals, challenges, and operational needs
Position the company as a strategic partner, not simply a service provider
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Process & Innovation
Design scalable processes that support client growth and operational efficiency
Introduce innovative approaches to client engagement and communication
Continuously evaluate tools, workflows, and strategies to improve the client experience
Qualifications
10+ years of experience leading Client Success, Customer Success, or Account Management teams
Demonstrated success transforming reactive support teams into strategic Client Success organizations
Strong experience implementing metrics, KPIs, and data-driven performance management
Proven ability to build long-term client relationships at both operational and executive levels
Experience working with SaaS or technology platforms preferred
Strong leadership, communication, and organizational skills
Government or Utility Experience
Strategic thinker with the ability to translate vision into actionable plans
About the Company
At SmartBill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one-stop-shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations.