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. Apply now.
https://join.casefuel.com/csm-dir