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Director of Client Success (Fully Remote, US only)
Markage is looking for a Director of Client Success to join our fully remote U.S. leadership team.
You will own the entire Client Success function for the United States. This includes responsibility for client retention, account expansion, relationship quality, and the overall performance of the Client Success team.
You will be accountable for ensuring that once a client is acquired, the relationship is protected, strengthened, and grown. You will set the standard for how Client Success operates, coach and develop the team (including Senior Client Success Managers and Client Success Managers), and ensure that escalations are handled at a high level.
This role sits at the intersection of revenue protection and revenue growth. You will work closely with Sales, Studio Operations, and leadership to make sure the client experience after the sale is excellent and commercially disciplined.
This is a high-accountability leadership role. You will be measured on retention, expansion, client health, and the strength of the team you build.
Essential duties:
- Own full responsibility for U.S. client retention and account expansion performance.
- Lead, coach, and develop the Client Success team, including Senior Client Success Managers.
- Set and enforce high standards for client relationship management and commercial discipline.
- Monitor portfolio health and intervene early on at-risk accounts.
- Own the escalation path for complex or high-value client situations.
- Partner closely with Sales to ensure clean handoffs and aligned expectations after the sale.
- Partner with Studio Operations to protect delivery quality and client experience.
- Build the systems, cadences, and reporting that give leadership clear visibility into Client Success performance.
- Drive a culture of ownership, responsiveness, and commercial awareness across the Client Success function.
Essential requirements:
- Proven experience leading a Client Success, Account Management, or Customer Success function with clear ownership of retention and expansion results.
- Demonstrated ability to lead and develop high-performing client-facing teams.
- Strong commercial judgment and experience managing higher-value client relationships.
- Excellent written and verbal communication skills, including the ability to handle difficult conversations.
- Ability to operate with full ownership and accountability in a fully remote environment.
- Currently authorized to work in the United States without current or future sponsorship.
- Holds a valid Dex Regional Certification (DEX-PFR) or higher Portfolio-level Dex credential in the Sales & Customer Success domain.
Preferred qualifications:
- Experience in a service, agency, or professional services environment.
- Experience scaling a Client Success function during growth.
- Track record of improving retention and expansion metrics.
- Experience working closely with Sales and Delivery leadership.
