Director, Client Success

The posting, as Storable wrote it

About the Role

The Director, Client Success is a leadership role responsible for executing the client success strategy across a defined portfolio of accounts. This role leads a team of Client Success Managers (CSMs), driving retention, growth, and satisfaction through operational excellence and strategic engagement. Reporting to the SVP, Client Success, the Director will help build a high-performing, growth-oriented function by turning company strategy into consistent results for their segment.

Key Responsibilities

Leadership & Execution

• Execute client success initiatives for your portfolio, aligned with company retention and growth objectives (GRR + NRR).
• Lead, coach, and develop a team of CSMs, building a culture of accountability, results, and continuous improvement.
• Apply and refine scalable processes for client lifecycle management, expansion, and proactive engagement.
• Partner with Sales, Marketing, Product, and CS Operations to deliver a seamless client experience.
• Contribute to Client Success strategy by providing field insight and recommendations to the SVP.

Client Engagement & Retention

• Act as an escalation point and executive sponsor for key accounts, building relationships with senior client stakeholders.
• Manage churn mitigation using client health data, feedback loops, and risk indicators.
• Ensure consistent use of Client Success Plans (CSPs) and QBRs focused on business impact, adoption, and value realization.

Growth Enablement

• Drive NRR within your portfolio by embedding upsell/cross-sell motions into CSM workflows and holding the team accountable to expansion goals.
• Work with cross-functional partners to apply expansion playbooks and develop CSMs as commercial growth enablers.
• Use segmentation models to prioritize high-impact accounts and tailor engagement by risk, opportunity, and size.

Operational Excellence

• Manage team performance using dashboards, metrics, account coverage plans, and engagement cadences.
• Adopt tools, training, and automation that increase team productivity and focus time on value-added work.
• Forecast churn and expansion for your portfolio and report performance trends and opportunities to leadership.

What You'll Bring

• 8–10+ years of progressive experience in Customer Success, Account Management, or Revenue roles.
• 3+ years leading client-facing teams, preferably in a SaaS or recurring revenue environment.
• Proven ability to turn strategy into executable plans, with a bias for action and measurable outcomes.
• Strong presence and the ability to build trusted relationships with senior client stakeholders.
• Solid understanding of customer segmentation, health scoring, and lifecycle engagement.
• Experience leading teams through change and ambiguity.
• A data-driven approach to improving performance and processes.

Who You Are

• A leader who balances long-term goals with short-term execution.
• A people leader who develops talent, sets high standard

[…]
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Pay Transparency at Storable

At Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we include the salary range or hourly rate in each job posting. This range is a good-faith reflection of what Storable would pay for this role. The compensation we offer for this role will fall within this range and will be based on our internal budget, as well as your skills and experience. Please speak with your recruiter about the variable pay plan and earning potential for this role.

Position Pay Range
$150,000 — $200,000 USD