
Director of Client Success - Leadership Opportunity at an Inc. 5000 Company
Director of Client Success & Team Operations
Full-Time | Remote | Independent Contractor | Base Salary Included
Who We're Looking For
We’re hiring a Director of Client Success Team Operations to lead the execution, performance, and daily rhythm of our Customer Success Department.
This is not a "manage-from-the-sidelines" role. You’ll be hands-on, in the trenches, reviewing calls, coaching the team, solving client issues, maintaining process excellence, and developing the people and systems that fuel our growth.
If you’re the kind of person who can move from coaching a struggling rep… to solving a client escalation… to reviewing lead quality… to leading Friday team calls—all before lunch—you might be exactly who we’re looking for.
What You'll Do
Performance & Quality
Conduct daily call reviews and provide timely, actionable feedback
Review AutoGrader performance and calibrate scoring systems
Maintain quality standards across pre/post-typeforms and appointment bookings
Team Operations
Own and update the internal Launch Sheet; collaborate across departments to ensure all pieces are moving
Lead weekly Friday Coaching Calls with clients
Run daily check-in calls with our CSMs and troubleshoot performance issues
People Development
Hire and train new CSMs
Lead onboarding and continuous improvement for client-facing team members
Drive personal development through leadership and sales coaching programs
Client & Escalation Management
Be the escalation point for high-stakes client or lead issues
Work closely with clients via CSMs to ensure consistent experience and success
Resolve conflicts and spot bottlenecks early
Back-End Execution
Review and approve payroll for CSM team
Coordinate internal systems to ensure smooth delivery across all accounts
Requirements
Excellent spoken and written English (you’ll be client- and team-facing)
Proven experience leading remote, client-facing or operations-heavy teams
Highly organized, resourceful, and solutions-oriented
Tech-savvy with the ability to learn new tools and platforms quickly
Comfortable with fast-paced, rapidly-changing environments
Why This Role Rocks
You’ll be part of a mission-driven team building something exciting in the legal + marketing space
You’ll have a real impact and real ownership—your decisions will shape how our clients and teams succeed
You’ll work alongside sharp, no-BS teammates who value growth, autonomy, and accountability
Think you’ve got what it takes?
Let’s find out. Click “Apply now”.
Increase your chances of landing your dream career.
About the company
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