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Director, Client Success

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Tax Advisors Group

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Location:
United States , Dallas

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Category:
Finance

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Contract Type:
Not provided

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Salary:

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Job Description:

TAG is looking for a Director of Client Success to direct a team of account management and client support representatives tasked with providing white-glove support to our clients by delivering a blend of client relations, sales, and consultative skills. As the leader of our client success team, you will be responsible for direct management of a team, as well as retention, expansion, and client satisfaction programs. You will also serve as a liaison with other department leaders to ensure close collaboration.

Job Responsibility:

  • Designs and implements retention and expansion strategies which apply a commercial minded approach
  • Maintains up-to-date reporting to track progress to goals and monitor key performance indicators
  • Provides direct and regular one on one coaching to individual contributors
  • Builds strong interdepartmental relationships to maximize efficiency and efficacy of programs
  • Addresses internal and external issue escalations as needed to bring swift client centric resolutions
  • Serves as a change champion, motivating the team and utilizing agility to keep pace with a growing and evolving business
  • Coaches the team to drive regular and proactive conversations with clients as the single point of contact to foster alignment of client needs with contract opportunity
  • Acts in a straightforward and responsive manner using clear communications and behaviors with the clients’ best interests in mind
  • Develops a strong working understanding of TAG products and services, serving as the liaison across internal teams to ensure the loop is always closed with a client promptly
  • Enables team members to find solutions for clients and resolves all inquiries timely and holistically
  • Empowers the team to act as a consultative strategic advisor to client / client relationship
  • Captures and brings forward to the team client insights that lead to renewals and account expansion opportunities
  • Proactively seeks opportunities to develop and communicate the value of expanded services to clients and the value TAG can bring to their business
  • Actively interfaces with key contacts at all accounts to identify renewal risk and improve client health and retention
  • Demonstrates a thorough understanding of client needs based on their environment, industry, and infrastructure
  • Collaborates with internal team members and clients to identify growth opportunities through account planning and delivery execution
  • Consistently builds rapport to proactively identify gaps in relationships with clients and recommends actions to bridge or resolve gaps
  • Collaborates with internal team members to ensure positive client experiences that lead to expansions and renewals
  • Achieves assigned annual goals in the areas of NPS score, contract renewals, and expansion revenue
  • Regularly follows standard operating procedures and defined processes, including expected use of technology enabled applications to effectively deliver against client expectations
  • Maintains accurate and concise documentation through various parts of the client life cycle (onboarding, data requests, accruals, tax savings, reports, renewals, expansions, net promoter score, and tax bill transmittal)

Requirements:

  • Minimum of 6+ years of account management and or/client success management experience and 3 years managing teams
  • Strong interpersonal and communication skills, with ability to lead and motivate others
  • Demonstrated ability to handle multiple priorities and effectively manage delegated items
  • Experience leveraging a CRM system (e.g., Salesforce) to manage team progress against key performance indicators
  • Proficiency in Microsoft Outlook, PowerPoint, Word, Excel and Internet navigation and research
  • Occasional travel for client meetings, up to 25% travel annually
  • Applicants must reside in the DFW metroplex and be able to work a hybrid model, currently consisting of two (2) days in office and three (3) days remote weekly

Nice to have:

  • Relevant work within client success/account management, ideally in property tax or a tech enabled business
  • Strong presentation skills
  • Proven track record of operating with a strong sense of urgency
  • Effective conflict management skills
  • Passion for driving a team to generate exemplary client experiences
  • Experience hosting remote calls using various platforms (e.g., Teams, Zoom, WebEx)
What we offer:
  • Competitive Salary + incentivized earning potential
  • 401(k) matching plan, Medical/Dental/Vision Plan
  • Paid time off, Winter Break Company Close, Social Events
  • Fitness Center
  • Hybrid Work Schedule

Additional Information:

Job Posted:
March 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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