Director, Client Strategy & Success

• Support and coach Client Success Managers in effectively managing and guiding clients throughout the full lifecycle, from initial onboarding through renewal and expansion
• Develop strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services
• Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services
• Monitor account health, identifying and mitigating risks to client retention
• Partner with senior leadership across Client Experience, Product, Sales, and Marketing to strengthen client insights and inform strategy, prioritization, and client experience evolution
• Serve as a senior internal voice of the client, synthesizing feedback and trends to influence product roadmap and long-term platform direction
• Collaborate with Marketing and Business Development to identify strategic client success stories and proof points that support go-to-market and brand positioning
• Drive alignment across teams to ensure consistent client messaging, expectations, and delivery at scale
• Own retention and net revenue growth outcomes across the portfolio, ensuring clients continue to realize and expand value
• Set strategy and lead renewals, expansion, and churn mitigation in partnership with Client Success Managers
• Identify portfolio-level expansion opportunities and guide cross-sell and upsell efforts with Sales and Solutions
• Partner with senior leadership on revenue forecasting, risk assessment, and delivery against growth targets
• Establish and review portfolio-level performance metrics, including adoption, engagement, retention risk, and renewal outlook
• Lead executive-level business reviews and strategic planning sessions with clients
• Define how clients realize value from Kore's technology and services, ensuring consistent best-practice delivery across the Client Success team
• Guide Client Success Managers in delivering strategic recommendations aligned to client objectives
• Serve as a senior escalation point and trusted advisor for key client relationships
• Ensure client insights and goals inform product direction, service models, and the broader client experience
• Continuously improve how client value is delivered, measured, and communicated across the lifecycle

• 5-8 years of experience in client success, account management, consulting, sales, or strategy roles
• 3-5 years of people management experience, leading teams in a fast-paced, dynamic environment
• Proven success managing complex client relationships, renewals, and revenue growth
• Previous experience in sports, entertainment, or the brands space, preferably within a SaaS or technology organization
• Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization
• Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions
• Strong problem-solving skills with the ability to navigate complex customer challenges
• Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously
• Comfortable with frequent travel (up to 25%), including overnight stays
• Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms
• Knowledge of SaaS solutions and enterprise software products is highly preferred
• Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations

Experience with the KORE intelligence platform is a plus