Job Summary
Director, Client Experience is responsible for leading and evolving TraXtion’s Client Success and Customer Support functions to drive customer retention, product adoption, operational excellence, and long-term client satisfaction. Reporting to the VP of Revenue, this leader will oversee a blended client-facing team while building scalable processes, performance standards, and engagement strategies that support TraXtion’s continued growth.
This role requires a strategic and hands‑on leader who can develop structure within a growing department, coach high‑performing teams, improve the customer journey, and partner cross‑functionally to elevate the overall client experience.
Responsibilities and Duties
- Lead and develop TraXtion’s Client Success and Customer Support teams, including coaching, accountability, performance management, and career development
- Build and optimize scalable processes, SOPs, workflows, and operational standards across the client lifecycle
- Develop and monitor KPIs related to retention, customer health, product adoption, support responsiveness, and customer satisfaction
- Drive customer retention strategies and proactively identify opportunities to improve client engagement and long‑term success
- Partner closely with Sales, Product, Operations, and Leadership to improve the overall customer experience and influence product enhancements
- Establish consistent communication cadences, escalation processes, and reporting structures for both internal stakeholders and customers
- Analyze trends, client feedback, and operational data to identify risks, improve efficiencies, and support business growth
- Lead a blended team environment consisting of both remote and onsite employees across varying levels of experience
- Foster a customer‑centric culture focused on responsiveness, accountability, continuous improvement, and measurable results
- Support strategic initiatives and organizational scaling efforts within the Revenue department
What You Bring
Required
- 5+ years of experience in Client Success, Customer Experience, Account Management, or related SaaS/customer‑facing leadership roles
- 3+ years of people leadership experience managing high‑performing teams
- Strong experience building or improving processes, workflows, and operational structure within growing organizations
- Demonstrated success driving customer retention, engagement, and client satisfaction initiatives
- Experience developing KPIs, reporting, and performance accountability measures
- Excellent communication, coaching, and cross‑functional collaboration skills
- Ability to thrive in a fast‑paced, evolving, growth‑oriented environment
- Proficiency with CRM systems, customer success platforms, Microsoft Office Suite, and virtual collaboration tools
Preferred
- Experience leading both Client Success and Customer Support functions
- SaaS industry experience strongly preferred
- Experience supporting automotive dealership clients or automotive technology platforms preferred
- Bachelor’s degree preferred