Director, Client Success

Role Overview

• Directly manage a portfolio of 5–10 accounts, owning client relationships, renewals, and expansion opportunities.
• Lead a client success team (CSMs and Coordinators) covering 10-15 accounts per CSM.
• Serve as senior relationship owner and escalation point for strategic accounts.
• Develop and maintain Client Success Plans and lead business reviews for direct accounts.
• Oversee development of Client Success Plans for accounts in portfolio.
• Partner with Practice Managing Directors to ensure alignment on revenue, renewals, profitability, and client satisfaction across the portfolio.
• Set performance targets for renewals, retention, satisfaction, and margin contribution within the practice.
• Support CSMs in account planning, QBRs, and escalation management.
• Drive operational excellence in Client Success processes, including account health tracking, reporting, and renewals.
• Collaborate with Client Partners to ensure seamless transitions when Maintain accounts evolve into Growth accounts.
• Coach and develop CSMs, building a culture of accountability, proactive client advocacy, and continuous improvement.
• Up to 50% travel.

Requirements

• Bachelor’s degree; advanced degree a plus.
• 15+ years’ experience in account management, client success, or consulting, with at least 3 years in a leadership role.
• In-depth experience and familiarity with key e-commerce platform implementation and support.
• Proven track record managing a $5M+ portfolio, including direct account ownership.
• Strong leadership and coaching skills, with experience managing client-facing teams.
• Excellent relationship management and executive communication skills.
• Commercial acumen: ability to manage contracts, renewals, and profitability.
• Experience collaborating with delivery/project management in a professional services environment.
• Bilingual: English & French.

Benefits

• Generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
• Top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs.
• Regular training and professional development to move careers forward.
• Celebrate and champion diversity, equity, and inclusion.
• Support a healthy work/life balance.
• Fully remote enabled and embrace the evolving definition of the workplace.