Director of Client Success

Clayton Services is searching for a Director of Client Success to join a thriving company in Austin, Texas. The Director of Client Success will build the infrastructure for client success across support and implementation for a startup SaaS company.Job Type: Direct HirePay Rate: $200,000-$250,000/year plus bonusBenefits: Medical, dental, vision, 401k, PTO, and more.Work Setting: Remote/HybridDirector of Client Success Responsibilities: Define and document the complete client engagement journey, spanning from pre-sales onboarding to long-term support and contract renewal.Create scalable standard operating procedures (SOPs), playbooks, escalation frameworks, and communication guidelines for implementation teams and non-bug-related technical support.Select, implement, and optimize CRM platforms, helpdesk solutions, and workflow tools to enable efficient operations and support future team growth.Establish structured "train-the-trainer" workflows that embed scalability and knowledge transfer into all areas of client success operations.Develop comprehensive hiring strategies, including role definitions, job descriptions, KPIs, and organizational structures for Support Managers, Implementation Managers, and Specialists.Act as the interim leader for all client-facing interactions, ensuring high-quality service and continuity during the initial build-out of the team.Lead the onboarding and training of the first 20+ hires across support, implementation, and client success functions, establishing a strong foundation for team performance and growth.Serve as a key representative in enterprise client onboarding sessions and high-level partnership negotiations alongside the executive team, ensuring alignment and long-term value creation.Lead the resolution of complex customer escalations with empathy, professionalism, and a solutions-oriented mindset, balancing client satisfaction with business integrity.Champion a culture of proactive, consultative client support rooted in clear communication, collaboration, and a commitment to exceptional service across all touchpoints.Other duties as assigned Director of Client Success Skills and Abilities: Excellent communication and presentation skillsExcellent customer service skillsExcellent interpersonal skillsExcellent process design and documentation skillsAbility to lead a team and successfully manage strategic key accountsExtremely knowledgeable of the internal workflows and processes of SaaS companies Director of Client Success Education and Experience: A minimum of 15+ years of experience in a business development and client success role at a SaaS company is requiredA minimum of a bachelor's degree is required; a master's degree is preferredPrevious experience building support and onboarding teams is highly desiredPrevious experience working with oil and gas companies in the software business is highly desired Director of Client Success Immediate need. Apply today!

Created: 2025-10-02