Director, Customer Success

Remote
Full Time
Experienced

Director, Client Success

Location: Remote (must be based in NYC/Tri-State Area)
Travel: 2-4+ client visits / month in NYC expected

The Role

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.

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
Shift Paradigm is a purpose-built business partner focused on realizing our clients’ growth ambitions. We exist to solve the toughest growth challenges facing modern marketing and sales organizations. We work with some of the world’s biggest and best brands to turn complexity into clarity and strategy into measurable impact. Our work drives the KPIs that matter most: pipeline, revenue, and growth efficiency. We go far beyond campaigns to rebuild the operating system of modern marketing, connecting strategy, data, technology, and execution into something that actually drives results. We thrive on complexity and challenge. We don’t chase trends. We build solutions that last. If you want to learn from experienced growth leaders, build something meaningful, and shape the next chapter of your career, this is the place to do it.

What We Offer

  • Competitive compensation aligned with your experience and impact
  • Remote flexibility with NYC/Tri-State requirement for client collaboration
  • Collaborative culture that values diverse perspectives and innovative thinking
  • Work that makes a measurable difference for leading brands

Competitive compensation package with total cash compensation of $115,000-$140,000, including base salary and performance-based variable compensation tied to client success and portfolio growth. No relocation assistance can be offered at this time.


 
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