About this role
The Senior Director of Client Success is a pivotal leader responsible for guiding Experian and our clients through the transformation from a data and insights provider to a platform and software-driven company. You will ensure post-sale value delivery, accelerate adoption of new platform solutions, and drive retention and growth across all customer segments. The Senior Director will lead a team of Client Success Managers (CSMs), promoting a culture of innovation, efficiency, and customer-centricity.
Strategic Transformation Leadership
Champion the transition to a platform and software business model, aligning client success strategies with evolving company offerings.Develop change management initiatives to support clients and internal teams through the transformation.Redefine engagement models to address the needs of platform and software customers, including onboarding, training, and ongoing value realization.Team Leadership & Talent Development
Hire, mentor, and lead a high-performing team of CSMs, providing them with the skills and tools needed for platform/software client engagement.Commitment to professional development and continuous learning culture to technology-driven change and client expectations.Oversee the evolution of onboarding, renewal, expansion, and advocacy programs to reflect our new value proposition.Cross-Functional Partnerships
Collaborate with Product, Engineering, Sales, Marketing, and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements.Be the bridge between clients and internal teams, translating client needs into actionable insights for product development.Customer Outcomes and Growth
Drive adoption of new platform features and software modules, ensuring clients achieve measurable business outcomes.Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem.Manage escalations and maintain executive-level relationships with strategic clients, serving as a trusted advisor during the transition.Data, Insights and Process Management
Leverage data analytics to track metrics such as onboarding speed, platform adoption, health scores, and Net Revenue Retention (NRR).Refine customer journeys and success programs for effectiveness in a platform/software environment.Executive Collaboration & Strategic Influence
Partner with executive leadership to translate our strategic vision into tactical execution across the Customer Success organization.Be the voice of the customer in company planning, ensuring client needs shape the evolution of the platform and software offerings. Bachelor's Degree10+ years' experience related sales or sales operations experience7+ years' experience leading and scaling Customer Success teams in SaaS, platform, or recurring revenue environments.Success in delivering retention and growth outcomes through customer lifecycle management during periods of transformation.Cross functional leadership, strategic influence, and change management capabilities.Metrics-focused, with demonstrated ability to deploy Customer Success tools and frameworks in a platform/software context. Benefits/Perks:
Great compensation package and bonus planCore benefits including full medical, dental, vision, and matching 401KFully remote environmentFlexible time off including volunteer time off, vacation, sick and 12-paid holidaysOur uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related experience, and education. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Remote