Sr. Director, Client Success

The Sr. Director, Client Success is a senior leadership position responsible for shaping and executing the client success strategy across a significant portfolio of accounts. This role will lead a team of Client Success Managers (CSMs), driving customer retention, growth, and satisfaction through operational excellence and strategic engagement. Reporting to the SVP, Client Success, the Sr. Director will be a critical partner in transforming Client Success into a high-performing, growth-oriented function.

Leadership & Strategy

• Own the strategy and execution of client success initiatives aligned with company-wide retention and growth objectives (GRR + NRR).
• Lead, mentor, and develop a high-performing team of CSMs; create a culture of accountability, results, and continuous improvement.
• Establish scalable processes for client lifecycle management, revenue expansion, and proactive engagement.
• Drive cross-functional collaboration with Sales, Marketing, Product, and CS Operations to ensure a seamless client experience.

Client Engagement & Retention

• Serve as executive sponsor for strategic clients, deepening relationships with senior stakeholders to ensure retention and long-term value creation.
• Oversee churn mitigation strategies leveraging client health data, feedback loops, and predictive risk indicators.
• Institutionalize Client Success Plans (CSPs) and regular QBRs that focus on business impact, adoption, and value realization.
  

Growth Enablement

• Drive NRR by embedding upsell/cross-sell motions into CSM workflows and aligning performance metrics accordingly.
• Partner with cross-functional teams to refine expansion playbooks and elevate CSMs as commercial growth enablers.
• Utilize segmentation models to prioritize high-impact accounts and tailor engagement strategies based on risk, opportunity, and size.

Operational Excellence

• Own and evolve the CSM operating model, including dashboards, performance metrics, account coverage plans, and engagement cadences.
• Implement tools, training, and automation to increase team productivity and focus on value-added work.
• Lead forecasting of churn and expansion; provide visibility into performance trends and opportunities to executive stakeholders.
  

• 10+ years of progressive experience in Customer Success, Account Management, or Revenue leadership roles.
• 5+ years of experience leading and scaling client-facing teams, preferably in a SaaS or recurring revenue environment.
• Proven ability to translate vision into executable strategy, with a strong bias for action and measurable outcomes.
• Executive presence and ability to build trusted relationships at the C-suite level.
• Strong understanding of customer segmentation, health scoring, and lifecycle engagement strategies.
• Experience driving change and managing through ambiguity in a transforming organization.
• Data-driven mindset with experience using metrics to drive performance and process improvements.

• A strategic thinker who can balance long-term vision with short-term execution.
• A people leader who thrives on developing talent, setting high standards, and creating clarity amidst complexity.
• A persuasive communicator who can engage and influence cross-functionally and externally.
• Comfortable owning complex escalations and driving resolution with confidence and empathy.
• Passionate about customer outcomes and relentless in pursuit of client value realization.

• Experience leading Client Success teams through transformation (e.g., implementing segmentation, digital touch models, or comp plan changes).
• Familiarity with tools such as Vitally CRM, Salesforce, or client health and forecasting platforms.

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states:  AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY. 

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]