Clayton Services is searching for a Director of Client Success to join a thriving company in Austin, Texas. The Director of Client Success will build the infrastructure for client success across support and implementation for a startup SaaS company.
Job Type: Direct Hire
Pay Rate: $250,000-$300,000/year plus bonus
Benefits: Medical, dental, vision, 401k, PTO, and more.
Work Setting: Remote/Hybrid
Director of Client Success Responsibilities:
- Define and document the complete client engagement journey, spanning from pre-sales onboarding to long-term support and contract renewal.
- Create scalable standard operating procedures (SOPs), playbooks, escalation frameworks, and communication guidelines for implementation teams and non-bug-related technical support.
- Select, implement, and optimize CRM platforms, helpdesk solutions, and workflow tools to enable efficient operations and support future team growth.
- Establish structured "train-the-trainer" workflows that embed scalability and knowledge transfer into all areas of client success operations.
- Develop comprehensive hiring strategies, including role definitions, job descriptions, KPIs, and organizational structures for Support Managers, Implementation Managers, and Specialists.
- Act as the interim leader for all client-facing interactions, ensuring high-quality service and continuity during the initial build-out of the team.
- Lead the onboarding and training of the first 20+ hires across support, implementation, and client success functions, establishing a strong foundation for team performance and growth.
- Serve as a key representative in enterprise client onboarding sessions and high-level partnership negotiations alongside the executive team, ensuring alignment and long-term value creation.
- Lead the resolution of complex customer escalations with empathy, professionalism, and a solutions-oriented mindset, balancing client satisfaction with business integrity.
- Champion a culture of proactive, consultative client support rooted in clear communication, collaboration, and a commitment to exceptional service across all touchpoints.
- Other duties as assigned
Director of Client Success Skills and Abilities:
- Excellent communication and presentation skills
- Excellent customer service skills
- Excellent interpersonal skills
- Excellent process design and documentation skills
- Ability to lead a team and successfully manage strategic key accounts
- Extremely knowledgeable of the internal workflows and processes of SaaS companies
Director of Client Success Education and Experience:
- A minimum of 15+ years of experience in a business development and client success role at a SaaS company is required
- A minimum of a bachelor's degree is required; a master's degree is preferred
- Previous experience building support and onboarding teams is highly desired
- Previous experience working with oil and gas companies in the software business is highly desired
Director of Client Success - Immediate need. Apply today.