Director of Client Success

NCS Credit is the leader in providing credit professionals throughout the U.S. and Canada with proactive solutions to secure receivables, minimize credit risk, and improve profitability. We provide superior service and customized solutions to meet the needs of our clients and an engaging and collaborative work environment focused on growth for our employees. We are a TEN-year Top Workplace award winner! Watch our "Join the Team" video https://youtu.be/HqKnRsk5mzQ and be part of the #1 Notice/Lien Service in the country! 

Reports To: Chief Revenue Officer

Department: Client Success

FLSA Status: Exempt

Job Summary: The Director of Client Success is a strategic and hands-on leader responsible for developing and leading a scalable client success organization that drives customer retention, adoption, expansion, and overall client satisfaction. Reporting to the Chief Revenue Officer (CRO), this role oversees Client Support, Customer Success Management, Renewals, Inside Sales/Expansion, and Customer Insights & Analytics, ensuring a seamless and value-driven post-sale customer experience. Partnering closely with Sales, Marketing, Product, Operations, and Technology teams, the Director of Client Success will leverage data, metrics, and best practices to maximize customer outcomes, strengthen long-term client relationships, and support the company's growth objectives.

Essential Responsibilities:

• Develop and execute the overall Client Success strategy, operating model, and organizational structure. 
• Establish department goals, KPIs, dashboards, and reporting to measure customer and business outcomes. 
• Lead Customer Success, Client Support, and Inside Sales teams, including talent development and career pathing. 
• Create scalable customer engagement, onboarding, adoption, retention, renewal, and expansion programs. 
• Drive customer adoption, value realization, satisfaction, and long-term success with NCS solutions.
• Develop customer health scoring, success plans, risk identification, and proactive retention strategies. 
• Own renewal strategy, forecasting, retention programs, and Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance. 
• Identify and execute upsell, cross-sell, and account growth opportunities in partnership with Sales and Marketing. 
• Leverage customer data and insights to predict retention and growth outcomes, monitor trends, and support strategic decision-making.
• Serve as the voice of the customer and collaborate cross-functionally to improve the customer experience, resolve issues, and influence products and services.
• Other duties as assigned.

Competencies

• Strong communication, collaboration, and executive presentation skills. 
• Strong analytical skills with the ability to leverage data to drive decisions. 

Education, experience, certifications

• Bachelor's degree or equivalent experience. 
• 7+ years of experience in Customer Success, Client Services, Account Management, Professional Services, or related customer-facing leadership roles. 
• 3+ years of people leadership experience.
• Proven experience building or transforming customer-facing teams and processes. 
• Experience managing customer retention, renewals, and growth initiatives. 
• Experience utilizing CRM and customer success technologies. 

Preferred qualifications

• Experience within SaaS, fintech, B2B services, credit, construction, or risk management industries. 
• Experience implementing customer health scoring and customer lifecycle programs. 
• Background leading multi-functional post-sale organizations. 
• Experience creating customer success metrics, dashboards, and forecasting models. 

Physical and mental demands

• Ability to communicate effectively in person, via phone, and email
• Manual dexterity
• Near visual acuity
• Prolonged sitting while viewing a computer monitor
• Frequent typing and use of keyboard/mouse

NCS Credit is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. In accordance with the Americans with Disabilities Act (ADA), NCS Credit provides reasonable accommodations to qualified individuals with disabilities. If you need assistance or an accommodation during the application process, please contact [email protected]