Back to jobs
New

Director Client Success Manager

AZ_Mesa_HQ

 

 

Position Overview:

As the Director, Client Success, you will provide strategic leadership for client relationships and the overall client experience, ensuring exceptional outcomes, strong retention, and sustainable account growth. This role serves as a senior client advisor and escalation leader, partnering with clients and internal teams to anticipate challenges, resolve complex issues, improve operational and financial performance, and build long-term partnerships. The successful candidate is energized by delivering exceptional client outcomes, leading through challenging situations, and creating scalable client success strategies through relationship building, creative problem solving, communication, and persistence.

What you'll do

·       Provide strategic leadership and executive-level relationship management for key clients, serving as a trusted advisor and senior point of escalation for client communication, support, and strategic partnership needs.

·       Develop and execute client success strategies that improve client satisfaction, retention, adoption, operational performance, and long-term account value.

·       Lead recurring executive and business reviews with clients, establish success plans and measurable objectives, manage follow-up actions, and proactively identify opportunities to strengthen relationships and grow the business.

·       Build and maintain long-term client partnerships that deliver operational and financial value while identifying opportunities to optimize, retain, and expand existing accounts.

·       Own escalated client concerns and complex service issues, coordinating cross-functional teams and executive stakeholders to drive timely, sustainable resolutions.

·       Partner closely with Operations, Product, Finance, IT, Sales, Legal, and other internal teams to ensure service delivery, contractual obligations, implementations, and strategic initiatives align with client expectations.

·       Oversee client onboarding, implementations, project execution, software releases, UAT activities, process improvements, and transitions, ensuring requirements are met and changes are successfully deployed.

·       Establish and monitor client health metrics, analyze operational and financial data, identify trends and risks, and translate insights into clear recommendations and action plans for internal and external stakeholders.

·       Provide oversight of client account health, including reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables.

·       Educate and guide clients on product capabilities, operational processes, industry best practices, and change management strategies to drive adoption and long-term success.

·       Establish scalable client success practices, playbooks, processes, and performance measures that improve consistency and client outcomes across the portfolio.

·       Coach, mentor, and develop client success team members, promoting accountability, sound judgment, strong communication, and a client-first culture.

·       Partner with leadership to develop client success forecasts, account plans, retention strategies, and growth initiatives, providing visibility into client risks, opportunities, and overall portfolio health.

·       Maintain a strong understanding of product configurations, system functionality, cross-service workflows, applicable legislation, regulatory requirements, and client contracts to support compliance and operational success.

·       Represent the organization with clients, government agencies, municipalities, public sector stakeholders, and industry partners as needed, including travel up to 30–50% for client meetings, onsite support, implementations, conferences, and relationship management activities.

What we're looking for

·       Bachelor's degree preferred, or an equivalent combination of education, training, and experience is required.

·       7+ years of experience in client success, account management, client-facing operations, strategic partnerships, or a related environment, with demonstrated progression into leadership responsibilities.

·       Experience leading strategic client relationships, executive-level communications, account planning, retention initiatives, and complex escalations.

·       Experience working with government agencies, municipalities, public sector clients, or regulated industries strongly preferred.

·       Strong understanding of customer contracts, compliance requirements, applicable legislation, and operational requirements within a client service environment preferred.

·       Demonstrated ability to build trusted executive relationships, drive client satisfaction and retention, and identify opportunities for account growth and operational improvement.

·       Proven ability to lead difficult conversations, manage escalated client concerns, influence stakeholders, and drive issue resolution with professionalism, urgency, and sound judgment.

·       Demonstrated experience leading clients through operational and system-related changes, including implementations, process improvements, software enhancements, and transitions.

·       Strong analytical, organizational, and problem-solving skills, with the ability to interpret complex data, identify risks, prioritize competing demands, and develop effective solutions.

·       Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of internal and external stakeholders, including executive leadership and government representatives.

·       Experience gathering, documenting, and communicating business and client requirements to cross-functional teams and senior leadership.

·       Demonstrated leadership, coaching, mentoring, and team-development skills, with the ability to create accountability and develop high-performing client success professionals.

·       Ability to establish scalable processes, define performance metrics, and use client health data to improve outcomes across a portfolio of accounts.

·       Ability to manage multiple priorities, adapt to shifting business needs, and maintain accountability in a fast-paced environment.

·       Self-motivated and action-oriented, with the ability to work independently, exercise executive judgment, and collaborate effectively across functions.

·       Strong technical aptitude with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with CRM or client management platforms preferred.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

  • Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
  • Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
  • Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
  • Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 

. 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Please specify

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Verra Mobility’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.