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Director, Client Success

Atlanta

Juvare is a SaaS software company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers, and higher education. Juvare solutions have supported over 500,000 emergency response incidents in all 50 states and 20 countries worldwide. Juvare helps our clients prepare, connect, and respond to protect people, property, and brands.

Position: Director, Client Success

Reports to: VP, Chief Client Officer

Location: Remote US

Overview:

We are seeking an experienced leader with SaaS and Client Success experience to manage our team of Client Success Managers. This individual will be responsible for driving improvements to revenue retention, renewal timeliness, client satisfaction, and expansion. It is imperative that this individual embrace our core values:

  1. Accountability: Integrity in every voice. Excellence in every action.
  2. Client Focus: Promises delivered. Trust earned.
  3. Collaboration: Work together. Work better.
  4. Innovation: Solve big problems. Create lasting impact.

Juvare is a worldwide leader in emergency preparedness and critical incident management and response technology. Juvare means "to help". Our solutions empower government agencies, corporations, healthcare facilities, academic institutions, and volunteer organizations to leverage real-time data to manage incidents faster and more efficiently, protecting people, property, and brands.

Job Summary:

The Director of Client Success will lead and scale the client success team to drive revenue retention, renewal timeliness, client satisfaction, and expansion. This role is responsible for optimizing client engagement and adoption while fostering strong relationships and influencing the product, support, and services organization. The Director will collaborate with cross-functional teams, develop tech-touch resources to enhance scalability, oversee key performance metrics, and own administration or development of our CS technology stack (Gainsight). The ideal candidate has a proven track record in SaaS client success leadership, data-driven decision-making, and a passion for delivering exceptional client experiences.

As a key member of the Client Experience organization, this person’s individual success will be measured by tangible markers of revenue retention, renewal timeliness, upsells, and successful delivery of business reviews by their team.

Responsibilities:

  • Develop and execute a comprehensive client success strategy to drive revenue retention, satisfaction, and growth.
  • Lead, mentor, and grow a team of Client Success Managers (CSMs) to ensure timely renewals and deep client adoption.
  • Execute to currently established and track key performance metrics (KPIs) related to revenue retention, engagement and adoption, and expansion.
  • Build strong relationships with key clients to understand their goals, challenges, and success metrics.
  • Collaborate with Sales, Professional Services, and Marketing teams to optimize client onboarding, adoption, and expansion strategies.
  • Partner with Product and Engineering teams to provide client feedback and influence the product roadmap.
  • Develop tech-touch resources to enable the CSM team to scale with fewer low-impact 1:1 interactions.
  • Develop and refine processes to scale client success operations effectively, including administration of Gainsight.
  • Represent the voice of the client in executive meetings and strategic initiatives.

Skills and Qualifications:

  • 7+ years of experience in client success, account management, or a related field within a SaaS environment.
  • 3+ years of leadership experience, managing and developing client success or client support teams.
  • Proven track record of driving client retention, satisfaction, and expansion.
  • Strong strategic thinking and problem-solving skills.
  • Excellent communication and relationship-building skills.
  • Ability to analyze data, generate insights, and make data-driven decisions.
  • Experience with client success tools such as Gainsight and Salesforce.
  • Passion for client advocacy and delivering an exceptional client experience.

Additional Information:

This position is subject to compliance with the Export Administration Regulations ("EAR") and may require a U.S. person status verification.

This position requires access to information that is controlled by the Export Administration Regulations (“EAR”).  A candidate must qualify as a “U.S. Person” or be otherwise eligible to access EAR covered materials through an EAR exception or license.  A "U.S. Person" as defined by the EAR includes a U.S. Citizen, U.S. national, lawful permanent resident, refugee, or asylee.”

Candidates may be required to undergo an SF-85 background check for certain government-related projects.

As the Company is a partner with the United States government, this position may require access to sensitive government information. Accordingly, candidates must be capable of passing an SF-85 background check and obtaining public trust clearance if required.

EEO Statement

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply. As an equal opportunity employer, we celebrate diversity and are committed to building and maintaining a diverse and inclusive workforce. All qualified applicants and employees will receive consideration for employment regardless of—and will be free from discrimination on account of—their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, physical condition, developmental disability, genetic information, or any other category protected under applicable law.

Any individuals with a disability requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to human-resources@juvare.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.

 Affirmative Action: Juvare’s Affirmative Action Plan advances our principles of equal opportunity and supports that goal by enlarging our talent pool.

 

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