Director of Client Services

About the Role

The Director of Client Services is a strategic, people-focused leadership position responsible for developing and coaching a high-performing team of Account Managers while driving client retention, growth, and long-term success. This role combines executive leadership, customer success management, consultative sales expertise, and data-driven decision-making to deliver measurable business outcomes and revenue impact.

As Director of Client Services, you will serve as a trusted advisor to key clients, collaborate across departments to align on strategic initiatives, and help shape overall business strategy through actionable client insights, operational excellence, and a culture of continuous improvement. This is an ideal opportunity for a seasoned leader who thrives in a remote work environment and is passionate about building world-class client-facing teams.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and coach a high-performing team of Account Managers. Establish clear performance metrics, provide regular feedback, and create professional development opportunities that foster career growth and engagement.
• Client Retention & Growth: Develop and execute strategies to maximize client retention rates and identify expansion opportunities within existing accounts. Serve as an escalation point for complex client situations and ensure exceptional service delivery.
• Strategic Client Advisory: Act as a trusted strategic partner to enterprise and key accounts. Understand client business objectives, challenges, and industry dynamics to provide consultative guidance and position solutions that drive client success.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing teams to align on client needs, product roadmap priorities, and go-to-market strategies. Translate client feedback into actionable insights for product development.
• Revenue & Performance Management: Monitor key performance indicators including client satisfaction scores (NPS/CSAT), retention rates, net revenue retention, and account expansion metrics. Use data-driven insights to optimize team performance and resource allocation.
• Operational Excellence: Establish and maintain best practices, processes, and systems that ensure consistent, high-quality client experiences. Champion a culture of accountability, transparency, and continuous improvement across the client services function.
• Business Strategy Input: Leverage deep client relationships and market insights to inform broader business strategy, pricing models, feature development priorities, and market positioning.

Required Qualifications

• 8+ years of progressive experience in client services, account management, customer success, or related customer-facing leadership roles
• 5+ years of direct management experience leading teams of 5+ people
• Proven track record of driving client retention and expansion in a B2B or SaaS environment
• Strong understanding of customer success metrics, data analysis, and performance management
• Excellent written and verbal communication skills; ability to influence at executive levels
• Experience with CRM systems and customer success tools
• Demonstrated ability to work effectively in remote/distributed team environments

Preferred Qualifications

• Experience in economic development, modeling software, or enterprise analytics sectors
• Background in consultative or solutions-based sales
• Experience with Salesforce, Gainsight, or similar platforms
• MBA or equivalent advanced business education

What We're Looking For

You are a strategic thinker with genuine passion for client success. You combine strong business acumen with exceptional people leadership skills. You're comfortable making data-driven decisions while also building relationships based on trust and transparency. You thrive in a collaborative, fast-paced environment and are energized by mentoring talented teams. Your ability to translate complex client needs into actionable business strategies, combined with your commitment to operational excellence, makes you an ideal fit for this leadership role.

Why Join Economic Modeling

This is a fully remote position offering the flexibility to work from anywhere in the US while joining a company that values client success, team development, and strategic thinking. You'll have the opportunity to directly impact business growth, shape client strategy, and build and lead a best-in-class team.

💰 Compensation not publicly listed. Market estimate for similar roles: from $200K, varying by experience and location.