Job Description
Sr. Director of Client Experience (7+ Yrs Professional Services Exp Req) - REMOTE
Location: Remote, United States (Must work EST hours)
Salary: $125,000 - $145,000 + Benefits
Benefits: Medical, Dental, Vision, PTO, 2 Retirement Plans (401K w/ Match & Cash Balance)
Job Type: Full Time
Core Hours: Monday – Friday, 9:00 am – 5:30 pm EST
Start Date: ASAP
Sponsorship: Not available
Travel: ~5%, Minimal
Sr. Director of Client Experience (7+ Yrs Professional Services Exp Req) – REMOTE Description
Our client, a growth-oriented professional services company, is seeking a Sr. Director of Client Experience to join their fully remote team. In this role, you will lead the client experience function and oversee a team responsible for managing client relationships (~10 Account Managers), ensuring consistent service delivery, and driving long-term customer satisfaction. The ideal candidate will have experience leading client services or customer experience teams within a professional services environment and a proven track record of improving client retention and satisfaction. To succeed, you must bring a strong customer-centric mindset and the ability to leverage technology, data, and client feedback to continuously improve the client journey. This is a great opportunity to lead a high-impact team in a high-growth environment that requires strong cross-functional collaboration.
Sr. Director of Client Experience (7+ Yrs Professional Services Exp Req) – REMOTE Responsibilities
- Responsible for guiding, directing, and creating a seamless experience for clients
- Lead a team of ~10 Account Managers overseeing 40–50 client accounts each
- Coach Account Managers to ensure consistent client engagement and service delivery
- Manage escalated client issues and maintain strong client relationships
- Design and optimize the end-to-end client journey to improve retention and satisfaction
- Interpreting customer feedback, NPS, CSAT, and other metrics to drive improvements
- Ensure services align with company brand standards and client expectations
- Partner with Sales, Marketing, and Operations to deliver a unified client experience
- Conduct calibration meetings with Sales, Marketing, and Talent Acquisition leadership
- Attend regular leadership and EOS Level 10 (L10) meetings
- Maintain Leadership and Client Experience scorecards & dashboards to track performance
- Identify opportunities to improve operational efficiency and client outcomes
- Mentor client experience leaders and ensure adherence to internal policies
Sr. Director of Client Experience (7+ Yrs Professional Services Exp Req) – REMOTE Qualifications
- Bachelor’s degree is required
- 7+ years of customer experience or client management within professional services is required
- Prior team leadership or management experience is required
- Proven track record of improving client satisfaction, retention, and loyalty is required
- Tech savvy with experience leveraging CRM platforms, CS software, or feedback tools is required
- Ability to resolve complex client issues while maintaining positive relationships is required
- Comfortable spending approximately 50% of the workday in Zoom video meetings is required
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