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Director, Client Strategy & Success

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Two Circles

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Location:
United States , New York

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Category:
-

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Contract Type:
Not provided

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Salary:

130000.00 - 160000.00 USD / Year

Job Description:

The Client Success Director is a senior leadership role within Client Experience, responsible for the oversight, retention, and growth of a significant portfolio of North American clients. Reporting into senior Client Success leadership, this role owns the end-to-end customer relationship, including onboarding, ongoing strategy, renewals, and expansion. In addition to direct client accountability, the Client Success Director will oversee and lead a team of 4–5 Client Success Managers, collectively responsible for approximately 30–40% of our North American client base. This role is accountable for setting team priorities, driving consistent execution, developing talent, and ensuring best-in-class client outcomes across the portfolio. The Client Success Director works closely with senior client stakeholders to advise on industry best practices, align solutions to business objectives, and ensure long-term value realization from our platforms and services. Internally, this role partners cross-functionally with Product, Support, Solutions, Sales, and Marketing to sustain our market leadership and deliver best-in-class service.

Job Responsibility:

  • 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

Requirements:

  • 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

Nice to have:

Experience with the KORE intelligence platform is a plus

Additional Information:

Job Posted:
January 15, 2026

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