About the Role

The Director, Client Success is a leadership role responsible for executing the client success strategy across a defined portfolio of accounts. This role leads a team of Client Success Managers (CSMs), driving retention, growth, and satisfaction through operational excellence and strategic engagement. Reporting to the SVP, Client Success, the Director will help build a high-performing, growth-oriented function by turning company strategy into consistent results for their segment.

Key Responsibilities

Leadership & Execution

Execute client success initiatives for your portfolio, aligned with company retention and growth objectives (GRR + NRR).
Lead, coach, and develop a team of CSMs, building a culture of accountability, results, and continuous improvement.
Apply and refine scalable processes for client lifecycle management, expansion, and proactive engagement.
Partner with Sales, Marketing, Product, and CS Operations to deliver a seamless client experience.
Contribute to Client Success strategy by providing field insight and recommendations to the SVP.

Client Engagement & Retention

Act as an escalation point and executive sponsor for key accounts, building relationships with senior client stakeholders.
Manage churn mitigation using client health data, feedback loops, and risk indicators.
Ensure consistent use of Client Success Plans (CSPs) and QBRs focused on business impact, adoption, and value realization.

Growth Enablement

Drive NRR within your portfolio by embedding upsell/cross-sell motions into CSM workflows and holding the team accountable to expansion goals.
Work with cross-functional partners to apply expansion playbooks and develop CSMs as commercial growth enablers.
Use segmentation models to prioritize high-impact accounts and tailor engagement by risk, opportunity, and size.

Operational Excellence

Manage team performance using dashboards, metrics, account coverage plans, and engagement cadences.
Adopt tools, training, and automation that increase team productivity and focus time on value-added work.
Forecast churn and expansion for your portfolio and report performance trends and opportunities to leadership.

What You'll Bring

8–10+ years of progressive experience in Customer Success, Account Management, or Revenue roles.
3+ years leading client-facing teams, preferably in a SaaS or recurring revenue environment.
Proven ability to turn strategy into executable plans, with a bias for action and measurable outcomes.
Strong presence and the ability to build trusted relationships with senior client stakeholders.
Solid understanding of customer segmentation, health scoring, and lifecycle engagement.
Experience leading teams through change and ambiguity.
A data-driven approach to improving performance and processes.

Who You Are

A leader who balances long-term goals with short-term execution.
A people leader who develops talent, sets high standards, and brings clarity to complexity.
A clear communicator who influences cross-functionally and with clients.
Comfortable owning complex escalations and driving resolution with confidence and empathy.
Passionate about customer outcomes and relentless about client value realization.

Preferred Qualifications

Experience leading Client Success teams through change (e.g., organizational transformation, comp plan changes, segmentation, and digital touch models).
Familiarity with tools such as Vitally, 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. Powered by AI and three decades of industry data, Storable empowers over 33,000 self-storage facilities with the industry's only fully integrated technology platform. Our end-to-end solutions—from management software and demand generation to CRM tools and delinquency solutions—help storage operators streamline workflows, attract tenants, and grow revenue. Dedicated to empowering self-storage owners and operators, Storable helps you Win More every day. Explore our platform solutions at www.storable.com.