Title: Associate Director, Client Success
Reporting to: Director, Client Success
Location: Onsite, Lahore

The Associate Director – Client Success is a strategic leadership role responsible for designing, scaling, and optimizing the Client Success operating model across the organization. This role goes beyond execution and focuses on building systems, structures, and strategies that drive predictable client outcomes, retention, and expansion.

You will partner closely with senior leadership to define the future of client success, while ensuring operational excellence through strong leadership of the Client Success organization.

Key Responsibilities

1. Client Success Strategy & Operating Model

• Define and evolve the end-to-end Client Success strategy across onboarding, adoption, retention, and expansion

• Design scalable operating frameworks aligned with business growth goals and client lifecycle maturity

• Translate company-level revenue and growth objectives into Client Success OKRs and execution models

• Continuously refine the segmentation strategy for clients (SMB, Mid-Market, Enterprise or equivalent tiers)

2. Leadership & Organizational Development

• Lead, coach, and scale Client Success Managers and Senior Managers

• Build a high-performance culture focused on accountability, client outcomes, and proactive engagement

• Define team structure, capacity planning, and future hiring roadmap for Client Success

• Develop next layer of leadership within the function (succession planning and capability building)

3. Client Lifecycle & Revenue Impact Ownership

• Own the design of lifecycle journeys (Onboarding → Activation → Adoption → Retention → Expansion)

• Partner with Business Development and Product teams to improve client value realization and revenue expansion

• Identify systemic drivers of churn and expansion and build structured interventions

• Ensure Client Success contributes measurably to retention, upsell, and long-term client value

4. Systems, Data & CRM Strategy (HubSpot Ownership)

• Own the strategic architecture of HubSpot for Client Success (data model, lifecycle design, reporting structure)

• Ensure CRM is fully optimized as a decision-making system, not just a tracking tool

• Build scalable dashboards for leadership visibility into client health, risk, and revenue impact

• Drive automation strategy in partnership with Enablement and Operations teams

5. Performance Management & Business Insights

• Define success metrics across the entire Client Success function (retention, NRR, activation, adoption, health scores)

• Deliver executive-level insights and recommendations to VP and C-level leadership

• Identify trends across client cohorts and translate them into strategic action plans

• Lead forecasting inputs related to churn risk and expansion opportunity pipelines

6. Cross-Functional Alignment & Revenue Collaboration

• Work closely with Sales, Product, Marketing, and Operations to align on client lifecycle execution

• Partner with Sales leadership on smooth post-sale transition and expectation alignment

• Influence product roadmap based on client feedback, usage trends, and churn analysis

• Collaborate with Marketing on client communication, education, and engagement strategies

7. Escalation & Strategic Risk Management

• Act as final escalation point for high-impact client issues and strategic accounts

• Identify systemic issues behind escalations and eliminate root causes

• Ensure high-risk accounts are managed through structured intervention frameworks

• Build preventive mechanisms to reduce escalation frequency over time

Qualifications

• 8–12+ years of experience in Client Success, Account Management, Customer Experience, or related roles (preferably SaaS, B2B services, or digital platforms)

• Proven experience in building or scaling a Client Success function, not just managing one

• Strong strategic thinking with ability to connect client outcomes to revenue and business growth

• Deep understanding of client lifecycle management, retention economics, and expansion levers

• Hands-on experience with CRM systems (HubSpot preferred) and data-driven decision-making

• Strong leadership experience managing managers or large cross-functional teams

• Excellent communication skills with experience in executive-level reporting and stakeholder management

• Highly analytical, structured thinker with strong problem-solving and systems-building capability