About AlignOps AlignOps is a rapidly growing technology provider that serves the construction industry. We are made up of individuals who share a common commitment to innovation, creativity, integrity, and delivery beyond our customers’ expectations.  AlignOps delivers operational tools to scale and grow the construction business. With powerful solutions configurable to meet our customers unique needs, AlignOps powers construction operations to increase productivity, improve safety, and deliver more profitable projects. As a technology partner, we transform operational data into a strategic asset that provides the visibility and control to make informed decisions that yield tangible results.  We seek talented individuals who thrive in a dynamic, challenging, and rewarding work environment and emulate humility, drive, transparency, and customer service in everything they do.  Job Description The Director of Client Success is responsible for defining and leading the client success strategy, with a primary focus on maximizing client retention, satisfaction, and expansion across the FleetWatcher product line, with a special emphasis on gross and net retention, upsells, and product adoption. This role ensures that Client Success Managers (CSMs) are equipped to help clients achieve their desired outcomes by optimizing product utilization, fostering long-term partnerships, and driving revenue growth through renewals, upsells, and net retention improvements. The Director of Client Success collaborates cross-functionally to ensure AlignOps consistently delivers exceptional value and helps clients succeed in their operational goals. The Director of Client Success is a strategic, customer-centric leader with a deep understanding of client success methodologies and a proven ability to lead and develop high-performing teams. They are passionate about fostering loyalty and long-term client relationships while driving measurable business results. Responsibilities <ul> <li>Define and execute the overall client success strategy, ensuring alignment with company goals for retention, expansion, and customer satisfaction.</li> <li>Build scalable processes and frameworks to manage client success efficiently, emphasizing client health metrics, renewal rates, and upsell opportunities.</li> <li>Ensure the team meets or exceeds targets for Logo, Gross, and Net Retention, with a specific emphasis on maximizing Net Retention through proactive account management, product adoption, and strategic expansion. </li> <li>Develop consistent training and process materials for both teams to create a high level of consistency across the team. </li> <li>Foster a high-performing team by coaching, mentoring, and providing regular feedback.</li> <li>Identify skill gaps and facilitate professional development opportunities for CSMs.</li> <li>Advance and maintain strategic partnerships with high-value clients, positioning AlignOps as a trusted advisor and ensuring long-term client loyalty and advocacy.</li> <li>Develop and train teams to foster more effective multi-threaded relationships within each organization, ensuring we are not solely dependent on one person to maintain the account. </li> <li>Create processes to help CSMs conduct impactful quarterly and annual client meetings focused on product adoption, upselling relevant features, and cross-selling other AlignOps solutions.</li> <li>Own the CS operating cadence: Run a monthly renewal/expansion risk reviews with clear next steps and CRM hygiene checks; maintain an early-warning risk pipeline; and publish a monthly forecast vs. actual with mitigation plans by segment.</li> <li>Standardize success plans &amp; executive alignment: Require written success plans for every strategic account (KPIs, adoption milestones, value narrative) and establish a QBR/EBR rhythm with named executive sponsors on both sides, including an exec-sponsor map for the top accounts.</li> <li>Own monthly client success forecasting in partnership with senior leadership, ensuring revenue retention and expansion targets are accurately projected and consistently met or exceeded.</li> <li>Partner with senior leadership to integrate customer feedback into company-wide strategies, driving continuous improvement in products, services, and customer experience.</li> <li>Customer Journey Mapping &amp; Lifecycle Management</li> <li>Review &amp; continuously look to improve the end-to-end customer journey, ensuring consistent, value-driven experiences across all touchpoints from onboarding to renewal and expansion.</li> <li>Design and implement initiatives to improve net retention, increase clients’ interest in upgrades, and improve client satisfaction scores.</li> <li>Lead, mentor, and inspire a team of Client Success Managers, fostering a culture of excellence, accountability, and collaboration.</li> <li>Establish and monitor team KPIs, providing performance reviews, coaching, and professional development opportunities to ensure both individual and team success.</li> <li>Oversee hiring and onboarding of new Client Success team members to scale the department effectively as AlignOps grows.</li> <li>Analyze and optimize client engagement strategies by ensuring consistent, proactive touchpoints throughout the customer lifecycle.</li> <li>Drive the renewal and retention process by working with the team to identify at-risk clients, implementing churn mitigation strategies, and ensuring high renewal rates.</li> <li>Streamline workflows and implement best practices for onboarding handoffs, customer training-both sold by the CSM and light training provided by the CSM, and increasing customer engagement.</li> <li>Leverage customer feedback and data analytics to refine processes and address recurring issues. Partner with sales and client success teams to identify cross-sell and upsell opportunities, ensuring smooth handoffs between sales and success teams.</li> <li>Own team-level upsell and expansion revenue targets, ensuring Client Success Managers are equipped, enabled, and accountable for meeting quota through value-based selling, product adoption, and strategic account growth.</li> <li>Establish and maintain data hygiene best practices in CRM tools (e.g., Salesforce) to ensure accurate tracking of account health, engagement metrics, and client outcomes.</li> <li>Develop and present executive-level reporting on client success metrics, including NPS, retention rates, and expansion revenue, to key stakeholders.</li> <li>Create and implement processes for collecting, analyzing, and acting on customer feedback to inform product development, marketing, sales strategies, and enhance customer experience.</li> <li>Serve as the primary advocate for client needs, collaborating with internal product managers and owners to ensure customer satisfaction and drive product innovation.</li> <li>Partner with marketing to create client-focused campaigns and materials that drive adoption, satisfaction, and loyalty.</li> <li>Act as the escalation point for high-impact client issues, partnering cross-functionally to resolve challenges quickly and effectively while preserving client trust and satisfaction.</li> <li>Other duties as assigned </li> </ul> Qualifications <ul> <li>Proven track record of success in a senior client success, account management, customer support, or customer experience leadership role, preferably in a SaaS or technology environment.</li> <li>Exceptional leadership skills with experience managing and scaling client-facing teams.</li> <li>Deep understanding of customer success metrics and methodologies with a results-driven mindset.</li> <li>Strong communication and interpersonal skills, with the ability to influence and align stakeholders at all levels.</li> <li>Expertise in CRM systems (e.g., Salesforce) and tools for managing customer health, engagement, and retention.</li> <li>Analytical thinker with a strong ability to translate data into actionable insights and strategies.</li> <li>Collaborative mindset, capable of working across departments to deliver exceptional client outcomes.</li> <li>Familiarity with the construction industry and operational challenges is a plus.</li> </ul> This is a full-time remote position located in the US. Employees hired within a designated radius of the office are expected to work on-site according to a schedule set by management based on the requirements of their role. Benefits &amp; Compensation <ul> <li>The US base salary range for this full-time position is $100,000-$135,000 + commissions. OTE (base + commissions) for this position is $175,000; however, top performers can exceed OTE based on performance. Our salary ranges are determined by role, level, and location. </li> <li>The AlignOps benefit program includes health, dental, and vision coverage. In addition, the company offers disability, life insurance, PTO, and a 401(k) plan.</li> </ul> Website: <a href="https://alignops.com/about-us/careers">https://alignops.com/about-us/careers</a>

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Director of Client Success - FleetWatcher

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