Head of Client Success

Penn Foster

Transformational Head of Client Success at Penn Foster Group building a strategic client success organization focusing on measurable customer outcomes and account growth.

Posted 7/28/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in establishing and operationalizing Client Success strategies, focusing on customer value realization, retention, and growth. Proven ability to lead and develop teams while fostering a culture of collaboration and continuous improvement.

Highest-signal resume keywords

Client Success LeadershipCustomer Engagement ModelsRetention ImprovementTeam DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementOperational ProcessesCustomer Health MetricsEngagement StrategiesPerformance DashboardsCustomer SegmentationScalable Playbook DevelopmentStrategic Partnership ManagementExecutive Engagement

Soft Skills

CollaborationCoachingOwnershipUrgencyContinuous Improvement

Industry Keywords

EducationWorkforce DevelopmentHealthcareVeteran ServicesSocial Impact

About the role

Key responsibilities & impact

Establish and operationalize the long-term vision for the Client Success function
Define what “great” looks like across the end-to-end customer lifecycle, from onboarding through renewal and expansion
Build a scalable, outcomes-driven client success playbook focused on customer value realization, learner outcomes, retention, and growth
Create infrastructure, processes, and operating rhythms that improve predictability across customer health, renewals, and expansion
Design and implement customer segmentation and tiered service models based on account size, complexity, and growth opportunity
Define engagement strategies, support models, and customer success expectations across segments
Establish a proactive, consultative customer engagement approach rooted in measurable business outcomes
Elevate the overall partner experience through responsive service, strategic partnership, and operational excellence
Evolve the organization from reactive account management to strategic partnership management
Build frameworks for account planning, customer health monitoring, executive engagement, and expansion opportunity identification
Support Client Success Managers in developing multi-threaded relationships across partner organizations
Partner closely with Sales to improve account handoffs, clarify ownership across expansion opportunities, and support long-term account growth
Lead, coach, and develop a team of Client Success Managers and Client Coordinators
Assess current team capabilities and organizational structure to support future scale and complexity
Establish clear performance expectations, accountability measures, and development pathways
Foster a culture of ownership, urgency, collaboration, continuous improvement, and customer advocacy
Recruit and develop additional talent as needed to support business growth
Partner closely with Revenue Operations to define reporting, customer health metrics, forecasting inputs, and performance dashboards
Build consistent operating cadences including account reviews, business reviews, and renewal planning
Clarify workflows and partnership models between Client Success and operational support teams to improve scalability and reduce reactive work
Collaborate cross-functionally with Sales, Operations, Product, Academics, Marketing, and Revenue Operations to improve the end-to-end customer experience
Create actionable feedback loops that inform operational, product, and customer experience improvements

Requirements

What you’ll need

10+ years of experience in Client Success, Customer Success, Account Management, Partnerships, or related customer-facing leadership roles
5+ years of leadership experience managing and developing teams
Experience building or transforming customer-facing functions in high-growth, evolving, or ambiguous environments
Proven track record improving retention, expansion, and customer outcomes
Experience creating scalable operational processes, customer engagement models, and organizational structures
Experience partnering closely with Sales, Operations, Product, and Revenue Operations teams
Strong experience managing enterprise or complex customer relationships preferred
Experience in education, workforce development, healthcare, veteran services, or social impact sectors is preferred but not required

Benefits

Comp & perks

medical
dental
vision
flexible spending
generous paid time off
sponsored volunteer opportunities
a 401K with a company match
free access to all of our online programs