Explore a Career at NCS Credit
Careers: Director of Client Success
Our spectacular team is the core of our success. On the NCS Credit team, you make the difference!
The Position at a Glance
Department:
Client Success
Supervisor:
Chief Revenue Officer
About NCS Credit
At NCS Credit, we pride ourselves on our people, our process and our performance. Our goal is to develop programs that are customized to meet your needs and to provide the best service in the industry. Our commitment doesn’t end when you become a client. We will continually monitor your existing programs and make recommendations based on changes to your overall risk mitigation strategy. NCS Credit isn’t just a service provider, we are a true business partner.
Job Summary
The Director of Client Success is a strategic and hands-on leader responsible for developing and leading a scalable client success organization that drives customer retention, adoption, expansion, and overall client satisfaction. Reporting to the Chief Revenue Officer (CRO), this role oversees Client Support, Customer Success Management, Renewals, Inside Sales/Expansion, and Customer Insights & Analytics, ensuring a seamless and value-driven post-sale customer experience. Partnering closely with Sales, Marketing, Product, Operations, and Technology teams, the Director of Client Success will leverage data, metrics, and best practices to maximize customer outcomes, strengthen long-term client relationships, and support the company's growth objectives.
Essential Responsibilities
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Develop and execute the overall Client Success strategy, operating model, and organizational structure.
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Establish department goals, KPIs, dashboards, and reporting to measure customer and business outcomes.
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Lead Customer Success, Client Support, and Inside Sales teams, including talent development and career pathing.
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Create scalable customer engagement, onboarding, adoption, retention, renewal, and expansion programs.
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Drive customer adoption, value realization, satisfaction, and long-term success with NCS solutions.
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Develop customer health scoring, success plans, risk identification, and proactive retention strategies.
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Own renewal strategy, forecasting, retention programs, and Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance.
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Identify and execute upsell, cross-sell, and account growth opportunities in partnership with Sales and Marketing.
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Leverage customer data and insights to predict retention and growth outcomes, monitor trends, and support strategic decision-making.
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Serve as the voice of the customer and collaborate cross-functionally to improve the customer experience, resolve issues, and influence product and service
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Other duties as assigned
Competencies
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Strong communication, collaboration, and executive presentation skills.
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Strong analytical skills with the ability to leverage data to drive decisions.
Education, Experience, Certifications
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Strong communication, collaboration, and executive presentation skills.
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Strong analytical skills with the ability to leverage data to drive decisions.
Preferred Experience
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Experience within SaaS, fintech, B2B services, credit, construction, or risk management industries.
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Experience implementing customer health scoring and customer lifecycle programs.
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Background leading multi-functional post-sale organizations.
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Experience creating customer success metrics, dashboards, and forecasting models.
Physical and Mental Demands
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Ability to communicate effectively in person, via phone, and email
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Manual dexterity
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Near visual acuity
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Prolonged sitting while viewing a computer monitor
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Frequent typing and use of keyboard/mouse
Benefits
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Competitive salary commensurate with experience/education
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Paid holiday, Paid Time Off (PTO), Flextime, Work from Home
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Life, health, dental, long and short term disability
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401k plan with company contribution
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Team building, Casual Dress, Holiday Party, Summer Barbecue, Corn Hole Tournament
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Pleasant, professional, clean work environment