Director of Client Success
Job DetailsJob Location: Westlake Village, CA 91362Salary Range: $150,000.00 - $180,000.00 SalaryDirector of Client Success with Input 1 LLC - Fully Remote - Salary is 150K - 180K
About the Role
We’re looking for a strategic and hands-on Director of Client Success to lead and evolve our Client Success function. This is a high-impact leadership role responsible for shaping our client partnerships from onboarding through long-term growth. You’ll lead a team, strengthen executive-level client relationships, and help transform our approach from reactive support to proactive, growth-focused client success. If you thrive at the intersection of strategy, operations, and relationship management and enjoy building teams while staying close to the work, this role is for you. What You’ll Do Lead & Evolve the Client Success Function Lead, coach, and develop a team of Client Experience Managers into proactive Client Success Managers Establish clear KPIs, workflows, and performance expectations Build a culture rooted in accountability, client advocacy, and continuous improvement Identify skill gaps and implement training to strengthen business, product, and operational expertise Own Client Relationships & Growth Build and maintain strong executive-level relationships across key clients Act as an escalation point for complex client and operational challenges Shift the team toward proactive strategies focused on retention, optimization, and growth Partner with clients to improve workflows, increase product adoption, and expand services Lead strategic business reviews and drive long-term partnership success Drive Seamless Onboarding & Implementation Oversee the transition of new clients from Sales to Operations Lead implementations for new clients, products, and programs Ensure timelines, expectations, and deliverables are clearly defined and met Identify and resolve gaps in processes, communication, and execution Deliver a best-in-class onboarding experience that builds trust from day one Collaborate Cross-Functionally Serve as the bridge between Clients, Sales, Product, Operations, and Technology Improve communication, alignment, and service delivery across teams Help prioritize scalable improvements that enhance both client experience and internal efficiency Deliver Operational & Strategic Impact Define and track KPIs across client satisfaction, retention, onboarding, and performance Analyze trends and data to uncover opportunities for improvement Present insights and recommendations to executive leadership Contribute to the long-term strategy and evolution of Client Success What Success Looks Like High client satisfaction and retention across your portfolio A strong, engaged, and evolving Client Success team Smooth, efficient onboarding and implementation experiences Improved cross-functional alignment and reduced escalations Measurable improvements in client experience and operational efficiency What You Bring Bachelor’s degree or equivalent experience 7–10 years in Client Success, Account Management, Operations, or related roles 3–5+ years leading client-facing teams Experience managing executive-level client relationships and escalations Strong operational mindset with experience in implementations and service delivery Proven ability to lead cross-functional initiatives Analytical, data-driven, and comfortable with KPIs and reporting Preferred: Experience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial Services Background in process improvement or scaling operations Familiarity with CRM and workflow systems How You Work Strategic thinker who isn’t afraid to roll up their sleeves Strong communicator who can influence at all levels Problem-solver who thrives in fast-paced, evolving environments Leader who develops people and builds high-performing teams Our Values At Input 1, how we work matters just as much as what we achieve. We value: Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and Compassion Additional Information Input 1 is a dynamic organization, and responsibilities may evolve based on business needs. We are committed to providing reasonable accommodations in accordance with applicable laws. Qualifications-