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Two Circles · 22 hours ago

Director, Client Strategy & Success

New York, NY

Full-time

Hybrid

Lead/Staff, Director/Executive

$130K/yr - $160K/yr

5+ years exp

Two Circles is a Sports & Entertainment Marketing business focused on growing audiences and revenues for their clients. The Client Success Director is responsible for overseeing client relationships, ensuring retention and growth, and leading a team of Client Success Managers to deliver exceptional service and value to North American clients.

AdvertisingConsultingDigital MarketingSports

Culture & Values

Responsibilities

Support and coach Client Success Managers in effectively managing and guiding clients throughout the full lifecycle, from initial onboarding through renewal and expansion

Develop strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services

Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services

Monitor account health, identifying and mitigating risks to client retention

Partner with senior leadership across Client Experience, Product, Sales, and Marketing to strengthen client insights and inform strategy, prioritization, and client experience evolution

Serve as a senior internal voice of the client, synthesizing feedback and trends to influence product roadmap and long-term platform direction

Collaborate with Marketing and Business Development to identify strategic client success stories and proof points that support go-to-market and brand positioning

Drive alignment across teams to ensure consistent client messaging, expectations, and delivery at scale

Own retention and net revenue growth outcomes across the portfolio, ensuring clients continue to realize and expand value

Set strategy and lead renewals, expansion, and churn mitigation in partnership with Client Success Managers

Identify portfolio-level expansion opportunities and guide cross-sell and upsell efforts with Sales and Solutions

Partner with senior leadership on revenue forecasting, risk assessment, and delivery against growth targets

Establish and review portfolio-level performance metrics, including adoption, engagement, retention risk, and renewal outlook

Lead executive-level business reviews and strategic planning sessions with clients

Define how clients realize value from Kore's technology and services, ensuring consistent best-practice delivery across the Client Success team

Guide Client Success Managers in delivering strategic recommendations aligned to client objectives

Serve as a senior escalation point and trusted advisor for key client relationships

Ensure client insights and goals inform product direction, service models, and the broader client experience

Continuously improve how client value is delivered, measured, and communicated across the lifecycle

Qualification

Client success managementPeople managementSaaS experienceMicrosoft DynamicsSalesforce CRMAnalytical mindsetMicrosoft Office SuiteKORE intelligence platformCommunicationProblem-solving skillsDetail-orientedOrganizational skills

Required

5-8 years of experience in client success, account management, consulting, sales, or strategy roles

3-5 years of people management experience, leading teams in a fast-paced, dynamic environment

Proven success managing complex client relationships, renewals, and revenue growth

Previous experience in sports, entertainment, or the brands space, preferably within a SaaS or technology organization

Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization

Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions

Strong problem-solving skills with the ability to navigate complex customer challenges

Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously

Comfortable with frequent travel (up to 25%), including overnight stays

Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms

Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations