Director, Client Success

Job Type

Full-time

Description
Propio Language Services, a leader in high-quality interpretation, translation, and localization services, is seeking a Director of Client Success to lead and oversee our Client Success team. This leadership role is responsible for developing and executing strategies that ensure the retention, satisfaction, and expansion of Propio's client relationships. The Director will play a key role in shaping the long-term vision of the Client Success department, working cross-functionally to drive results, and providing mentorship and guidance to the Client Success Managers and their teams. The ideal candidate will be a strategic thinker with strong leadership skills and a proven track record of or orienting around growth and client-centric success at scale.

Responsibilities

• Lead his or her Client Success team, setting clear objectives and goals for the department while ensuring alignment with overall business strategy.
• Develop and implement strategies to enhance client satisfaction, retention, and expansion across a large portfolio of clients.
• Organize and develop strategies or playbooks to enable improved product adoption and service line growth with existing client bases.
• Establish processes and best practices to ensure the efficient delivery of services and proactive client engagement.
• Collaborate with sales, marketing, and operations teams to align client success strategies with company goals.
• Provide ongoing leadership and support to Senior Client Success Managers and Client Success Managers, ensuring they are equipped with the tools and esources to be successful in their roles.
• Oversee key client relationships, especially those with high-value or strategic importance, and act as an escalation point for any client concerns.
• Use data analysis to monitor client health, track key performance metrics, and identify areas of opportunity for both clients and the business.
• Develop and maintain strong relationships with clients, ensuring a deep understanding of their goals, challenges, and needs.
• Drive client expansion opportunities by identifying up-sell and cross-sell potential in existing client relationships.
• Establish and maintain client-facing communication strategies, ensuring timely and effective communication across all levels of the organization.
• Analyze client feedback and proactively implement improvements to the service delivery model.
• Coordinate the renewal and negotiation process for client contracts, ensuring timely renewals and adherence to terms.
• Work with the finance team to ensure smooth and accurate billing, invoicing, and dispute resolution for client accounts.
• Develop and oversee the creation of reports, presentations, and proposals for key client meetings, ensuring consistency and high-quality output.
• Travel up to 20% to meet with clients and attend industry events, ensuring in-person engagement when necessary.
• Foster a positive, collaborative, and high-performance team culture within the Client Success department.
• Perform other leadership responsibilities as required to meet the needs of the department and organization.

Requirements

• Bachelor's Degree or equivalent work experience; Master's degree preferred.
• 8+ years of experience in client-facing roles, with at least 5 years in a leadership or management capacity.
• Proven track record of managing large, complex client relationships and driving client satisfaction, retention, and expansion.
• Strong strategic and analytical skills, with the ability to use data to drive decisions and improve outcomes.
• Excellent written and verbal communication skills, with the ability to present to C-level executives and clients.
• Experience in contract management, including renewals, negotiations, and pricing.
• Strong knowledge of project management, customer success platforms, and CRM tools (e.g., Salesforce, HubSpot).
• Demonstrated ability to mentor and lead teams, fostering professional growth and development.
• Detail-oriented, with excellent time management and organizational skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• A passion for delivering high-quality service and building long-term client relationships.

Preferred Qualifications

• Experience in the language services, translation, or localization industry.
• Familiarity with client success frameworks such as customer health scoring, NPS (Net Promoter Score), or CSAT (Customer Satisfaction).
• Strong understanding of business growth strategies, including expansion sales and new business opportunities.
• Experience or familiarity managing Healthcare, Technology, Public Sector, or Government oriented clients

Propio Language Services is an innovative, growth-oriented company, and we're looking for a dynamic, results-driven leader to help shape the future of our Client Success team. If you're passionate about leading a team to deliver exceptional client experiences and building strong relationships, we invite you to apply for this exciting opportunity