Ontic

Director of Client Success

Ontic

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $150,000 - $170,000 per year

Job Level

Lead

About the role

  • Own the renewal process end-to-end, ensuring renewal targets are met and exceeded across a portfolio of Enterprise accounts
  • Drive expansion strategy by identifying upsell and cross-sell opportunities through regular client engagement, usage insights, and business alignment
  • Lead, coach, and scale a team of Client Success Managers focused on adoption, outcomes, and commercial impact
  • Develop account health frameworks and success plans that tie Ontic’s value to measurable business results for each client
  • Develop CSM capabilities through regular coaching, pipeline reviews, renewal strategy sessions, and performance feedback
  • Forecast and report on key metrics, including NRR, GRR, renewal pipeline, and expansion revenue, ensuring visibility across leadership
  • Create a team culture of accountability, empathy, and client advocacy
  • Act as a strategic advisor to clients, engaging at the executive level to build trust and align on long-term goals
  • Champion the voice of the customer, surfacing insights to influence product, services, and GTM strategy
  • Partner with Sales and RevOps to ensure alignment in account planning, renewal forecasting, and opportunity management
  • Continuously optimize Client Success programs, tooling, and processes to scale effectively as Ontic grows
  • Guide the development of success plans that align client goals with product value realization

Requirements

  • 10+ years in Client Success, Account Management, or Customer Experience in a B2B SaaS environment, with 5+ years in a leadership capacity
  • A strong track record of owning renewal targets and driving account expansion across enterprise or strategic clients
  • Experience managing global client portfolios, ideally in corporate security, threat intelligence, or related fields
  • Strong commercial acumen with the ability to align client challenges to revenue opportunities
  • A history of building, scaling, and inspiring high-performing client-facing teams
  • Expertise in success tools and platforms like Salesforce, ChurnZero, Domo, Pendo, and JIRA
  • Excellent communication, presentation, and negotiation skills — with comfort engaging C-suite stakeholders
  • A bias for action, deep collaboration, and a relentless focus on delivering client outcomes.
Benefits
  • Competitive Salary
  • Medical, Vision & Dental Benefits
  • 401k
  • Stock Options
  • HSA Contribution
  • Learning Stipend
  • Flexible PTO Policy
  • Quarterly company ME (mental escape) days
  • Generous Parental Leave policy
  • Home Office Stipend
  • Mobile Phone Reimbursement
  • Home Internet Reimbursement for Remote Employees
  • Anniversary & Milestone Celebrations
Applicant Tracking System Keywords

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

Hard Skills & Tools
Client SuccessAccount ManagementCustomer ExperienceRenewal StrategyAccount Health FrameworksPerformance FeedbackForecastingMetrics ReportingUpsellingCross-selling
Soft Skills
LeadershipCoachingCommunicationPresentationNegotiationCollaborationAccountabilityEmpathyClient AdvocacyStrategic Advising