Director, Client Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Success based in United States. This senior leadership role is responsible for driving client growth, retention, and long-term value across a portfolio of strategic accounts. You will lead a team of Client Success professionals focused on strengthening post-sales relationships and increasing product adoption. The role combines people leadership, commercial strategy, client engagement, and operational execution in a large-scale IT services environment. You will own regional revenue and gross profit objectives through renewals, upselling, and cross-selling of technology and service offerings. Success requires the ability to translate complex client needs and business data into actionable strategies and measurable outcomes. You will also influence regional and global Client Success practices while partnering closely with sales, service delivery, consulting, and other stakeholders. This is an opportunity to shape client strategy, develop high-performing teams, and contribute directly to sustainable business growth. Lead a team of Client Success professionals in delivering strategic client success objectives, while setting clear performance standards and fostering continuous professional development. Own regional services revenue and gross profit targets through in-contract growth, upselling, cross-selling, and timely contract renewals with minimal client or price churn. Develop and execute client contract strategies aligned with broader Client Success objectives, ensuring consistency across the regional account portfolio. Build and maintain strong relationships with strategic clients, understanding their business priorities and positioning relevant technology, managed services, support, consulting, and technical solutions. Partner with Client Success, Sales, Service Delivery, Consulting, and other client-facing teams to ensure consistent, effective, and value-driven customer engagements. Monitor major service delivery or relationship issues affecting key clients and intervene when necessary to protect relationships, retention, and commercial outcomes. Contribute to broader Client Success strategy and oversee regional programs that translate strategic priorities into measurable execution. Ensure alignment with the Client Success operating model and promote collaboration, knowledge sharing, and best practices across the regional and global community. Analyze financial metrics, operational reports, and client data to identify opportunities, assess performance, and determine appropriate business responses. Develop strong cross-functional relationships and advocate for Client Success priorities across the wider organization. Drive continuous capability development within the Client Success organization through coaching, mentoring, training, and the adoption of improved practices. Requirements Bachelor's degree or equivalent qualification in business management or a related discipline. Significant experience working in managed services, outsourcing, or a comparable IT services environment. Significant senior-management experience across sales, service, consultancy, or client success within a large-scale, preferably multinational, IT services organization. Demonstrated experience managing senior-level client engagements and commercial service relationships. Strong understanding of IT service environments, service operations, and ITIL practices; ITIL certification or working knowledge is preferred. Proven ability to build and maintain trusted relationships with senior stakeholders across internal functions and client organizations. Strong commercial acumen, including an understanding of revenue, expense management, profitability, growth, and other financial performance metrics. Ability to interpret complex data and reports, identify meaningful business insights, and translate findings into effe