Client Partner Director

Who you are

• 8–12 years of experience in enterprise account management, client/customer success, or client-partner roles in SaaS or financial-services technology, with financial-institution industry fluency
• Demonstrated ownership of NRR at the book level and end-to-end leadership of negotiated renewals, including commercial terms
• Track record running expansion motions (cross-sell, upsell, net-new builds) through to signed dollars
• Experience stepping into client relationships mid-cycle and building trust quickly, without having been present from first contact
• Ability to run a multi-account portfolio independently with minimal oversight
• Proficiency with Salesforce and a CS/account-health platform; strong commercial instinct without being transactional
• Community banking, credit union, or fintech industry experience
• Experience operating in a segmented, tiered account-coverage model (strategic / growth / core / launch)

What the job involves

• The Director, Client Partner owns a full book of Tier 1 (Growth/Earn) accounts end to end (negotiated renewals, early capture ahead of notice deadlines, and expansion motions through to signature) and also carries Tier 3 (Launch) accounts through graduation into steady state
• This person operates independently: building renewal decision memos, running business reviews, and building multithreaded relationships at the Director/VP level inside client organizations, without needing to have been present from first contact
• To clients, this person is simply “your Client Partner”, the level is an internal distinction only
• Serve as primary relationship owner for all assigned accounts from deal close forward, accountable for NRR, renewal, and expansion revenue within the book
• Own Tier 1 (Growth/Earn) accounts end to end: renewal decision memos, early capture before notice deadlines, and expansion motions through to signed dollars
• Carry Tier 3 (Launch) accounts through implementation and graduate them cleanly to Tier 1 or Tier 2 on schedule
• Receive a full context handoff at deal close (sales history, SOW commitments, client priorities, success criteria) before being introduced to the client as the single, permanent point of contact
• Run business reviews independently at the tier-appropriate cadence (quarterly QBRs for T1), building relationships at the Director and VP level within each account
• Provide executive liaison support during implementation — bi-weekly touchpoints with client sponsors — without acting as a second project manager; delivery execution stays with Implementation
• Develop and maintain account plans with success metrics and 90-day health targets for every assigned client
• Serve as internal escalation sponsor when satisfaction risk emerges, authoring a resolution plan within 5 business days of any escalation, regardless of which team performs the fix
• Author and keep current a Renewal Decision Memo for every Earn-posture account: the thesis for why the client renews, proposed terms, and risk factors
• Secure signed terms ahead of the notice deadline on Earn-posture accounts (“Early Capture”) — a directly measured outcome
• Identify and advance expansion opportunities proactively, surfacing pipeline two or more quarters ahead of expected close; expansion counts only once there is a signed SOW or amendment with a dollar figure
• Own and execute the remediation plan when quarterly reference status drops
• Author a churn postmortem within 30 days of any account loss or material contraction (root cause, what the early-warning signals showed, what was tried, what changes as a result)
• Other duties as assigned

Benefits

• Employer Subsidized Medical and Dental Insurance
• Healthcare and Dependant Care Flexible Spending Accounts
• Nymbus Awards and Recognition
• Retirement Plan Services / 401(k)
• Parental and Disability Leaves
• Time Off and Company Holidays
• Flexibility of being Fully Remote
• Collaborative Environment