Senior Director of Client Relations

Role Description The Senior Director of Client Relations is a full-time remote role responsible for leading client relationship strategies and ensuring exceptional service delivery. This role oversees client engagement from onboarding through renewal, acting as a senior point of escalation and aligning internal teams to meet client objectives. Day-to-day responsibilities include setting and monitoring client satisfaction goals, reviewing account performance metrics, leading client review meetings, and identifying opportunities for growth and retention. The Senior Director will collaborate with sales, operations, and product teams to implement client feedback, develop improvement plans, and standardize best practices across accounts. This role also involves mentoring and managing client relations staff, refining processes, and reporting on client health and risk to senior leadership.

Qualifications

Strong Business Relationship Management skills, including strategic account planning and stakeholder management. Proven expertise in Client Relations and Customer Satisfaction, with experience leading initiatives that improve retention and loyalty. Demonstrated excellence in Communication, including clear written and verbal communication with executive-level stakeholders. Customer Service experience with a focus on issue resolution, service recovery, and continuous improvement of client-facing processes. Several years of leadership experience in client success, account management, or similar roles, preferably at a director level or above. Ability to analyze data related to client performance, develop insights, and present recommendations to internal and external audiences. Comfort working in a remote, distributed environment with strong self-management and collaboration skills. Bachelor’s degree in business, communications, or a related field; advanced degree or relevant certifications are beneficial.