Director, Client Success

Experian

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Champion the transition to a platform and software business model, aligning client success strategies with evolving company offerings.
  • Develop change management initiatives to support clients and internal teams through the transformation.
  • Redefine engagement models to address the needs of platform and software customers, including onboarding, training, and ongoing value realization.
  • Hire, mentor, and lead a high-performing team of CSMs, providing them with the skills and tools needed for platform/software client engagement.
  • Oversee the evolution of onboarding, renewal, expansion, and advocacy programs to reflect our new value proposition.
  • Collaborate with Product, Engineering, Sales, Marketing, and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements.
  • Drive adoption of new platform features and software modules, ensuring clients achieve measurable business outcomes.
  • Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem.
  • Leverage data analytics to track metrics such as onboarding speed, platform adoption, health scores, and Net Revenue Retention (NRR).

Requirements

  • Bachelor's Degree
  • 10+ years' experience related sales or sales operations experience
  • 7+ years' experience leading and scaling Customer Success teams in SaaS, platform, or recurring revenue environments.
  • Success in delivering retention and growth outcomes through customer lifecycle management during periods of transformation.
  • Cross functional leadership, strategic influence, and change management capabilities.
  • Metrics-focused, with demonstrated ability to deploy Customer Success tools and frameworks in a platform/software context.
Benefits
  • Great compensation package and bonus plan
  • Core benefits including full medical, dental, vision, and matching 401K
  • Fully remote environment
  • Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
  • Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward and recognition, volunteering... the list goes on.
  • Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
change managementcustomer lifecycle managementdata analyticsmetrics trackingplatform adoptionrenewal strategiesexpansion strategiescustomer success frameworksonboarding processesvalue realization
Soft skills
leadershipmentoringstrategic influencecross-functional collaborationcommunicationteam buildingclient engagementproblem-solvingadaptabilitycustomer advocacy
Certifications
Bachelor's Degree