Director, Client Success

Nexcess

Directing Client Success and Technical Account Management for Nexcess’s specialty cloud solutions. Driving retention, expansion, scalable processes, and high-performing client teams.

Posted 8/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $160,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Client Success and Technical Account Management, with a strong focus on client retention, account management, and strategic relationship building. Proficient in utilizing data to drive insights and improve client health metrics, while leading and developing high-performing teams in a fast-paced environment.

Highest-signal resume keywords

Client Success Strategy DevelopmentClient Retention and Expansion ProcessesTeam Leadership and DevelopmentClient Health Metrics AnalysisCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Success MetricsAccount ManagementClient Health ScoringRenewal ManagementData AnalysisRisk IdentificationStrategic Client EngagementPerformance Standards DevelopmentOrganizational Capacity AssessmentTechnical Account Management

Soft Skills

CoachingRelationship BuildingProblem SolvingCommunicationOrganizational Skills

Tools & Technologies

Client Success PlatformsCRM SystemsData Analytics ToolsClient Engagement ToolsPerformance Tracking Systems

Industry Keywords

B2B SaaSManaged ServicesCloud InfrastructureTechnical ClientsRecurring Revenue Metrics

Tech Stack

Tools & technologies

CloudWordPress

About the role

Key responsibilities & impact

Lead, coach, and develop the Client Success and Technical Account Management teams through 1:1s, coaching sessions, call reviews, performance discussions, and professional development
Establish role expectations, performance standards, operating practices, and development plans
Assess organizational capacity and recommend hiring, organizational, or resource changes
Develop a leadership model enabling effective, independent team operation with oversight of high-risk or high-value situations
Lead development and execution of the Client Success strategy for the Managed Cloud business unit
Establish approaches to client health scoring, risk identification, account planning, renewal preparation, escalation management, and client engagement
Monitor client health and identify accounts at risk of churn or declining engagement
Participate in complex renewals, escalations, executive business reviews, and strategic client conversations
Coach CSMs and TAMs through challenging client situations
Partner cross-functionally to address recurring issues affecting satisfaction, adoption, retention, or time-to-value
Establish repeatable retention and client-success practices
Partner with Sales and Account Executives on expansion, upsell, cross-sell, account planning, and install-base growth
Define roles and rules of engagement between Client Success, TAM, and Sales
Define and strengthen the Technical Account Management operating model
Clarify CSM and TAM responsibilities across onboarding, technical reviews, escalations, adoption, and account management
Communicate technical client needs and recurring themes to Product, Support, Engineering, and relevant teams
Develop and maintain a Client Success metrics framework covering NRR, GRR, revenue churn, logo churn, expansion, adoption, time-to-value, and client coverage
Establish operating cadences for renewal reviews, account planning, client health reviews, pipeline collaboration, and executive reporting
Improve data quality and system-of-record discipline in the Client Success technology stack
Use client and business data to identify trends, risks, opportunities, and operational improvements
Report insights to leadership on client health, retention, expansion opportunities, and team performance
Partner with Sales, Product, Support, Engineering, Marketing, Finance, and other teams to improve the client lifecycle
Bring client feedback and trends to stakeholders to inform product, service, and operational improvements
Establish escalation paths and cross-functional ownership for client-impacting issues
Represent the client voice while balancing client needs with company priorities and business objectives
Build portfolio, team, and operating-model understanding during the first 90 days
Within 12 months, improve retention and NRR, establish scalable practices, improve visibility, support install-base growth, and build a high-performing Client Success and TAM organization

Requirements

What you’ll need

7+ years of experience in Client Success, Account Management, Technical Account Management, client experience, or a related function within technology, cloud, infrastructure, managed services, or B2B SaaS
3+ years of experience leading and developing Client Success, TAM, Account Management, or similar client-facing teams
Experience leading or partnering closely with both Client Success and Technical Account Management functions
Demonstrated experience developing or improving client retention, account management, client health, renewal, or expansion processes
Experience managing strategic client relationships and participating in complex client conversations, renewals, escalations, or executive-level engagements
Demonstrated ability to coach and develop teams while remaining engaged in client-facing work
Experience partnering effectively with Sales on client retention and expansion initiatives
Strong understanding of Client Success metrics, including retention, churn, expansion, adoption, client health, and related performance indicators
Demonstrated ability to use data to identify client trends, assess risk, and inform business decisions
Strong communication, relationship-building, problem-solving, and organizational skills
Ability to operate effectively in a fast-paced, evolving environment and establish structure where processes are still developing
Ability to work effectively in a remote environment and travel occasionally, generally less than 10%, based on business needs
Preferred: experience in cloud hosting, managed cloud, infrastructure, WordPress, web services, or a comparable technical environment
Preferred: experience working with technical clients, engineering teams, developers, agencies, or other technically sophisticated stakeholders
Preferred: familiarity with client-success platforms, CRM systems, client health scoring, account planning, and related technologies
Preferred: experience building or scaling a Client Success or TAM function during organizational or business growth
Preferred: experience developing client lifecycle strategies, retention programs, or expansion motions
Preferred: familiarity with SaaS or managed-services business models and recurring-revenue metrics
Ability to communicate effectively and exchange information with others
Regular use of a computer, keyboard, and standard office equipment

Benefits

Comp & perks

Bonus
Approved remote work environment
Occasional travel generally less than 10%
Reasonable accommodations for qualified individuals with disabilities