Director of Client Success

Job DetailsJob Location: Westlake Village, CA 91362Salary Range: $150,000.00 - $180,000.00 SalaryDirector of Client Success with Input 1 LLC - Fully Remote - Salary is 150K - 180K

About the Role

We’re looking for a strategic and hands-on Director of Client Success to lead and evolve our Client Success function. This is a high-impact leadership role responsible for shaping our client partnerships from onboarding through long-term growth.

You’ll lead a team, strengthen executive-level client relationships, and help transform our approach from reactive support to proactive, growth-focused client success. If you thrive at the intersection of strategy, operations, and relationship management and enjoy building teams while staying close to the work, this role is for you.

What You’ll Do

Lead & Evolve the Client Success Function

Lead, coach, and develop a team of Client Experience Managers into proactive Client Success Managers
Establish clear KPIs, workflows, and performance expectations
Build a culture rooted in accountability, client advocacy, and continuous improvement
Identify skill gaps and implement training to strengthen business, product, and operational expertise

Own Client Relationships & Growth

Build and maintain strong executive-level relationships across key clients
Act as an escalation point for complex client and operational challenges
Shift the team toward proactive strategies focused on retention, optimization, and growth
Partner with clients to improve workflows, increase product adoption, and expand services
Lead strategic business reviews and drive long-term partnership success

Drive Seamless Onboarding & Implementation

Oversee the transition of new clients from Sales to Operations
Lead implementations for new clients, products, and programs
Ensure timelines, expectations, and deliverables are clearly defined and met
Identify and resolve gaps in processes, communication, and execution
Deliver a best-in-class onboarding experience that builds trust from day one

Collaborate Cross-Functionally

Serve as the bridge between Clients, Sales, Product, Operations, and Technology
Improve communication, alignment, and service delivery across teams
Help prioritize scalable improvements that enhance both client experience and internal efficiency

Deliver Operational & Strategic Impact

Define and track KPIs across client satisfaction, retention, onboarding, and performance
Analyze trends and data to uncover opportunities for improvement
Present insights and recommendations to executive leadership
Contribute to the long-term strategy and evolution of Client Success

What Success Looks Like

High client satisfaction and retention across your portfolio
A strong, engaged, and evolving Client Success team
Smooth, efficient onboarding and implementation experiences
Improved cross-functional alignment and reduced escalations
Measurable improvements in client experience and operational efficiency

What You Bring

Bachelor’s degree or equivalent experience
7–10 years in Client Success, Account Management, Operations, or related roles
3–5+ years leading client-facing teams
Experience managing executive-level client relationships and escalations
Strong operational mindset with experience in implementations and service delivery
Proven ability to lead cross-functional initiatives
Analytical, data-driven, and comfortable with KPIs and reporting

Preferred:

Experience in SaaS, Insurance Technology, Premium Finance, Payments, or Financial Services
Background in process improvement or scaling operations
Familiarity with CRM and workflow systems

How You Work

Strategic thinker who isn’t afraid to roll up their sleeves
Strong communicator who can influence at all levels
Problem-solver who thrives in fast-paced, evolving environments
Leader who develops people and builds high-performing teams

Our Values

At Input 1, how we work matters just as much as what we achieve. We value:
Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and Compassion

Additional Information

Input 1 is a dynamic organization, and responsibilities may evolve based on business needs. We are committed to providing reasonable accommodations in accordance with applicable laws.
Qualifications-