Director of Client Success
Your Money Line
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • United States
Visit company websiteExplore more
Job Level
About the role
- Own reporting and data analysis for the Client Success team, defining and building reports that act as leading indicators for customer and internal outcomes.
- Lead a team of CSMs via one on ones, call coaching, and team meetings
- Evaluate and propose new technology that makes CSMs’ work easier, improves the customer experience, or delivers customer value.
- Work cross-functionally to ensure customers realize value at every stage of their journey with Your Money Line.
- Collaborate closely with Marketing to develop and execute client communications and engagement strategies that drive awareness and adoption of services, ensuring a consistent and impactful client experience.
- Manage escalations for key accounts, partnering with CSMs and fellow leaders to resolve issues
- Support revenue growth by coaching CSMs on negotiation, renewals, and identifying upsell and expansion opportunities.
- Own and continuously improve client success playbooks.
- Travel as needed for client on-sites and events.
Requirements
- 6-8 years in customer-facing roles (Customer Success, Account Management, Consulting, or similar)
- 3-5 years of experience in account management or client success within a B2B or B2B2C SaaS environment
- 1-2 years of experience leading CSMs, AMs, or equivalent.
- Experience building or improving Customer Success processes and playbooks in a growth stage company.
- Proven history of using data and reporting to drive decisions and improve outcomes.
- Experience fielding escalations and leading strategic client meetings.
- Experience in benefits, HR tech, financial wellness, or other participant-facing benefits environments is preferred.
Benefits
- Medical Insurance
- Dental and Vision Insurance
- Life Insurance
- 401k with a 4% match
- Company equity options
- Work laptop
- Unlimited wellness time off
- Unlimited paid time off
- Hybrid office model
- Paid holidays
- Paid maternity, paternity, and adoption leave
- HSA and employer HSA contribution
- Office snacks
- Regular employee events
- Fun startup culture
- Voted a “Best Place to Work in Indiana” 2023, 2024, 2025
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisreportingcustomer success processesplaybook developmentnegotiationrenewalsupsellexpansion opportunitiesescalation managementstrategic client meetings
Soft Skills
leadershipcoachingcollaborationcommunicationproblem-solvingcross-functional teamworkclient engagementcustomer experience improvementteam managementrelationship building