Hornblower Group · 15 hours ago
Director Client Success
Westlake Village, CA
Full-time
Onsite
Lead/Staff, Director/Executive
$120K/yr - $150K/yr
4+ years expHornblower Group is a global leader in experiences and transportation, seeking a Director of Client Success to oversee the delivery and adoption of the Anchor Operating System for enterprise clients. This senior leadership role involves managing the implementation lifecycle and ensuring strong client relationships while driving continuous improvement.
LeisureTransportationTravel
Responsibilities
Provide executive leadership for complex, payments-related and operational implementation projects
Direct cross-functional internal teams and third-party vendors to ensure on-time, on-budget delivery
Define and execute project scope, timelines, milestones, and success criteria, ensuring technical feasibility and stakeholder alignment
Establish and maintain executive-level project governance, reporting, and communication cadence
Measure delivery performance using KPIs, dashboards, and operational metrics
Proactively identify and mitigate implementation, technical, and operational risks
Ensure comprehensive project documentation, knowledge transfer, and operational readiness
Serve as a senior liaison between Sales, Product, Engineering, and Client Success, removing delivery obstacles and aligning priorities
Lead client onboarding, training strategy, and go-live execution, including on-site launch support
Drive continuous improvement across implementation methodology, tooling, and client experience
Identify opportunities to expand platform adoption and introduce additional features during onboarding
Represent the voice of the customer internally, translating feedback into actionable product and process improvements
Qualification
Required
Proven leader in enterprise SaaS, POS, payments, or operational systems implementations
Strong command of structured, Agile, and hybrid delivery methodologies
Ability to lead under pressure, make decisions quickly, and maintain executive credibility during critical launches
Deep customer orientation balanced with commercial and operational discipline
Highly effective communicator with executive presence and technical fluency
Bachelor's degree in business, information systems, project management, or a related field (or equivalent experience)
Minimum 4+ years in senior project management, implementation leadership, or client success roles (enterprise or high-volume environments)
Demonstrated success delivering complex implementations through a formal project management framework
Experience with tools such as Salesforce, JIRA, and Confluence
Strong analytical capability, including KPI definition, reporting, and executive dashboards
Willingness and ability to travel up to 50%
Preferred
PMP® (Project Management Professional) certification strongly preferred
Certified ScrumMaster (CSM) or PMI-ACP highly desirable
Company
Hornblower Group
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$30.15MKey Investors
Synovus
2025-09-09Debt Financing· $30M
2024-02-21Acquired
2021-10-15Seed· $0.15M
Leadership Team
Liz Crisafi
Senior Vice President Marketing
Tony Walker
Head, Global Sales
Recent News
2025-12-02
Company data provided by crunchbase