Director of Client Services

Lead Client Services strategy: Define and continuously improve the strategy, operating standards, playbooks, and processes that govern client engagement, delivery quality, account management, and escalation. Manage and develop teams: Lead Engagement Management, Launch Management, and professional services Learning Experience Design teams, coaching team members to strengthen their judgment, capabilities, confidence, and performance. Oversee the client lifecycle: Own the post-sale experience, including onboarding, sponsor follow-up, impact reviews, account health monitoring, issue resolution, contract completion, and transitions to Sales for rebooking and expansion. Manage strategic client relationships: Serve as a senior relationship partner and escalation point for major accounts, providing direct support when client relationships are at risk or additional leadership involvement is needed. Drive service recovery and risk management: Lead account risk reviews, establish corrective actions, address recurring delivery issues, and ensure potential problems are identified and resolved proactively. Optimize resource allocation: Balance portfolio assignments and deal allocation across teams, manage delivery capacity, and ensure customization requests are appropriately scoped and resourced without compromising standard delivery. Support pre-sale solution design: Partner with Sales Consultants to translate client needs into compelling, practical learning solutions that align with product capabilities, delivery resources, financial expectations, and established service guardrails. Guide complex proposals and RFPs: Lead solution design and feasibility assessments for complex opportunities, coordinating input from Product, Facilitation, Launch Management, and Learning Experience Design. Establish scope and commercial guardrails: Approve complex client solution scopes, distinguish standard offerings from advanced customization, and secure the necessary cross-functional approvals before commitments are made. Improve deal handoffs: Ensure closed deals have accurate documentation and clear solution briefs so Engagement Managers and Learning Experience Designers can deliver against agreed expectations. Strengthen cross-functional collaboration: Partner with senior leadership, Sales, Product, Facilitation, RevOps, and Sales Enablement to improve delivery coordination, proposal systems, CRM processes, CPQ tools, and impact reporting. Translate client insights into improvements: Identify trends in client requests, pricing, engagement, and lost opportunities, sharing actionable insights with Product, leadership, and client-facing teams. Maintain learning solutions expertise: Develop a strong understanding of the organization's workshops, on-demand learning, and broader learning portfolio, including its science-backed behavioral methods and Tipping Point Skills™ framework. Drive measurable business performance: Support rebooking and expansion targets, maintain visibility into account health, improve delivery backlog and program pacing, and contribute to sustainable service costs and revenue performance. Monitor client satisfaction and service quality: Support company-wide Net Promoter Score (NPS) goals, own transactional feedback measures such as TNPS and CSAT, and meet service-level response targets across solutioning and delivery functions. Requirements At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment, including ownership of complex client relationships and the delivery of successful client programs. Demonstrated experience developing client services strategies, managing complex post-sale engagements, mitigating account risks, and driving client satisfaction, retention, rebooking, and expansion. Hands-on experience in solution design or solutions architecture, ideally involving corporate learning programs or professional services engagements, with the ability to turn ambiguous client needs into feasible, well-defined solutions. At least 5 years of direct people management experience, including responsibility for team performance, coaching, professional development, and career growth. Strong cross-functional collaboration skills, with the ability to work effectively with commercial teams, product and delivery specialists, facilitators, and client services professionals. Demonstrated ability to lead through ambiguity, translate client needs into actionable plans, and connect team performance to measurable business outcomes. Strong commercial and business acumen, including an understanding of organizational transformation, behavioral change across departments, and the internal dynamics that influence client decisions. Excellent judgment in scoping engagements, balancing client expectations with delivery feasibility, resource constraints, financial considerations, and service quality. Strong communication, stakeholder management, and relationship-building skills, with the ability to influence senior leaders and manage sensitive client situations. A systems-oriented mindset, with the ability to improve processes, establish consistent operating practices, use performance metrics, and identify opportunities to strengthen efficiency and scalability. Preferred qualifications: Experience in B2B professional services, solutions engineering, or a comparable consultative delivery environment. Background in Learning and Development consulting or corporate training solutions. Experience leading client relationships, professional services functions, or delivery teams within a services-based business. Familiarity with CRM and operational systems such as HubSpot, CPQ tools, proposal management platforms, and client impact reporting. Benefits Competitive base salary: $135,000–$155,000 annually. Short-term incentives: Eligibility to participate in a Success Share incentive program. Equity-related rewards: Opportunity to receive a Profits Interest Units grant commensurate with the role. Healthcare coverage: Medical, dental, and vision insurance. Retirement benefits: 401(k) plan with employer matching. Flexible vacation policy: Paid time off with flexibility to support work-life balance. Paid holidays: 11 federal holidays and 2 additional company holidays. Additional time off: Kind Fridays and a paid year-end break during the final week of the year. Learning and development: Dedicated Learning Days and opportunities to continue developing professional skills. Health and wellness: Health and Wellness benefit to support employee wellbeing. Remote work: Fully remote position open to candidates across the United States, with a preference for those able to work East Coast hours. Collaborative culture: An environment that values continuous learning, curiosity, teamwork, humor, and meaningful impact. Inclusive workplace: Commitment to equal employment opportunities and reasonable accommodations for individuals with disabilities.