Director of Client Success

ABOUT COASTAL

At Coastal Payroll Services, we're more than payroll. Coastal is a leading provider of human capital management services headquartered in Southern California that supports thousands of clients in California and nationwide. Driven by human connection, we believe in putting people first and have grown a team that genuinely cares about our clients. We promote a workplace that is fast-paced, fun, and creative. Coastal has proudly earned recognition from leading publications for several consecutive years, including the San Diego Business Journal, Inc. 5000, and Fortune, landing on lists celebrating best places to work and fastest growing private companies. The primary goal of our award-winning team is to have a positive impact on the lives of the clients we are honored to serve. We want our values to shine through every interaction, all conversations, and in every service we provide. We continue to find ways to do more and be better because our clients deserve it.

All team members, wherever they start, have access to our leadership team, which is focused on their success. Through regular one-on-one check-ins and team huddles, we define clear professional goals and strive to meet them together and individually. Coastal nurtures growth for those willing to put in the work. If you're passionate about values, eager to impact the community, and ready to grow personally and professionally you'll be right at home.

Coastal Payroll is seeking an experienced and results-driven Director of Client Success to lead a team focused on client satisfaction and retention. The ideal candidate for this position is a strategic leader who can drive client success initiatives, build, and manage a high-performing Client Success team, and collaborate with cross-functional department leaders to achieve company goals for retention, client advocacy and business growth. If you are a strategic thinker, a natural leader, and passionate about ensuring the success of clients, we encourage you to apply for the Director of Client Success position.

WHAT YOU'LL DO

Team Leadership:

• Recruit, hire, train, and develop a team of Client Success Managers and Coordinators.
• Set clear performance expectations and provide ongoing coaching and feedback to team members.
• Foster a collaborative and supportive team culture that emphasizes client-centricity.

Client Strategy:

• Develop and implement a comprehensive client success strategy that aligns with the company's overall retention goals and growth objectives.
• Identify opportunities where clients can benefit from additional products and
• Ensure clients optimize their current suite of services to drive satisfaction.
• Monitor and report on key performance metrics, such as client retention, satisfaction, and lifetime value.

Client Engagement:

• Oversee the creation and execution of client engagement plans and ensure client objectives are met.
• Build and maintain strong relationships with key client stakeholders.
• Act as a trusted advisor to clients, understanding their needs, and ensuring our solutions meet those needs.

Product Knowledge:

• Develop and maintain a deep understanding of our products and services to effectively guide clients in maximizing their value.
• Collaborate with internal departments to communicate client feedback and contribute to product improvements.

Client Feedback and Issue Resolution:

• Proactively gather client feedback and insights to identify areas for improvement.
• Address and resolve client issues and escalations in a timely and effective manner.
• Implement strategies to reduce client churn and increase client satisfaction.

Reporting and Analytics:

• Create and maintain dashboards and reports to track key client success metrics.
• Provide regular updates and insights to senior management on the health of the client portfolio.

WHAT YOU'LL BRING

• Bachelor's degree in business, marketing, or a related field experience
• 3-5 years of leadership experience in client success, service, account management, or a related role.
• Proven track record of driving client satisfaction, retention, and growth.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with Payroll/HR industry is a plus.

WHAT WE OFFER

• Paid time off - vacation, sick, holidays
• Medical, dental, and vision insurance
• 401 (k) retirement plan with company match
• AFLAC insurance enrollment
• Work from home options
• Employee referral bonus program
• Incredible Culture

Coastal Payroll Services, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

Current Openings for Director of Client Success Jobs at Coastal Payroll

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