Director, Client Success

Remote

Full Time

Experienced

The Opportunity:
As a Director of Client Success, you'll be the strategic partner clients turn to when they need to solve complex challenges. You'll drive commercial success across your portfolio while building trusted relationships that expand our impact. This role combines strategic thinking, consultative selling, and operational excellence to deliver exceptional client outcomes.
Role Details:
Location: Remote (must be based in NYC/Tri-State Area)
Travel: 2-4+ client visits / month in NYC expected
What You'll Accomplish:

Client Partnership & Growth

Own the commercial success of your portfolio, identifying opportunities and mitigating risks to exceed revenue targets
Serve as a trusted advisor, understanding client business models and creating solutions that drive measurable results
Lead strategic account planning to expand Shift Paradigm's footprint and deepen client relationships
Navigate the full sales cycle from solution design through contract execution
Responsible for the bookings revenue and margins within your accounts

Strategic Leadership

Architect innovative solutions during new business pursuits, collaborating across teams to create winning proposals
Translate industry trends into actionable client recommendations and long-term roadmaps
Champion client perspective internally, advocating for solutions that balance client needs with business objectives
Drive service innovation by bringing client insights back to inform company strategy

Cross-Functional Collaboration

Partner with delivery and project management teams to ensure exceptional client experiences
Serve as an escalation point, crafting clear solutions for complex challenges
Maintain accurate financial forecasts and pipeline data
Provide direct feedback and coaching to team members for continuous improvement

What You Bring:

Experience & Expertise

Background in professional services with demonstrated success retaining and growing client relationships
Proven ability to achieve business outcomes in fast-paced, entrepreneurial environments
Strong business acumen with understanding of diverse business models and go-to-market strategies
Marketing technology experience (marketing automation, CRM, CDP, data platforms)

Skills & Capabilities

Strategic thinking with ability to synthesize complex information into clear roadmaps
Consultative approach to problem-solving, focusing on root causes and sustainable solutions
Excellence in written and verbal communication, adapting style to audience needs
Comfort with ambiguity and ability to make sound decisions with incomplete information
Strong influence and persuasion skills to build consensus across diverse stakeholders

Mindset

Client-first orientation with genuine curiosity about different industries and challenges
Results-driven approach with entrepreneurial spirit
Commitment to continuous learning in sales, marketing, and technology trends
Collaborative leadership style that empowers cross-functional teams

About SH/FT:

SH/FT is a client services business that focuses on implementing and activating technology and data to make sales and marketing work. Our people bring combined experience across technology, data & analytics, business strategy and campaign operations to accelerate our clients' businesses. We keep pace with change in modern marketing and technology in order to create both effective, scalable and future-proof solutions for our clients that span both the Fortune 500 list and emerging industry leaders. We have also built strong relationships with the world's most influential martech platforms and are key partners to them and their clients.

Why SH/FT:

SH/FT is a consultancy built for transformation. We bridge the gap between marketing, data, and technology to unlock growth for some of the world’s most recognized brands. At SH/FT you’ll shape the future of how organizations connect with their customers through intelligent architecture, scalable systems, and the power of data-driven strategy.

Our Commitment to DEIB

We strive to champion diversity, equity, inclusion, and belonging through our Project NEXT committee. This team of passionate internal advocates and external experts allows us to build and leverage a diverse and inclusive workforce and workplace by committing to represent and reflect the experiences, perspectives, and viewpoints of our people, partners, and communities we serve. We are committed to providing knowledge and career opportunities to the next generation of digital marketers while championing diversity and equality in the workplace.

At the core of our success is our culture and dedication to maintaining a positive work environment, encouraging professional growth, and promoting the health and well-being of our employees. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

We welcome and encourage applications from people with disabilities under the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This is a full remote position, however candidates must have current US work authorization. For US Candidates, this employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.

As required by law, Shift Paradigm provides a reasonable range of compensation for roles that may be hired in California, Colorado, Hawaii, New York, New Jersey or Washington. The salary range for these residents is $115,000 - $140,000 + Variable Commission. Salary is based on several factors including but not limited to role, skillset, relevant education, level of experience, certifications, etc. In addition to base salary, Shift Paradigm offers benefits such as medical, dental, vision, STD/LTD, Life/AD&D, Flexible Paid Time Off, and various other ancillary benefits and perks.

No relocation assistance can be offered at this time.

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This role is remote, but requires face to face time with our clients in NYC. We are only considering applicants who currently live in the NYC tri-state area and are able to travel into the city 2-4 times a month. Can you confirm that you live in the are an are willing to meet in person with clients, as needed?

Describe your background in professional services, specifically your experience retaining and growing client relationships in a consulting or agency environment. What types of clients have you worked with, and what was the nature of your client-facing responsibilities?

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Describe your experience carrying a revenue or bookings quota in a client-facing role. Include: (a) the number of years you've held quota responsibility, (b) your typical annual target, (c) a specific example of how you identified and closed an expansion opportunity with an existing client, and (d) how you balanced revenue goals with client satisfaction.

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Director, Client Success

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