Director, Client Success - Austin, TX (Hybrid)
Core
Lead the Client Success organization to drive gross and net retention, manage renewals/expansions, and build an operating model for scaling client outcomes in a SaaS real estate platform.
Role type
Director of Client Success (Team Lead)
Builds
A scalable Client Success operating model, retention/expansion strategies, and a high-performing team of CSM managers and reps.
Domain
SaaS / Real Estate Technology (PropTech)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Client Success leadership, gross/net retention management, team hiring and coaching, operating model design, health scoring, segmentation, forecasting, cross-functional partnership, AI/automation adoption
Preferred skills
PropTech experience, SMB/entrepreneur client experience
Technologies
AI tools, automation platforms, CRM/CSM systems
Responsibilities
Own gross and net revenue retention metrics; build and run renewal and at-risk motions; lead, hire, and develop a team of CSM managers and CSMs; establish segmented coverage and client health scoring models; partner with Sales, Onboarding, Support, and Product to drive outcomes.
Seniority
Director, hands-on IC with team leadership
