Director, Client Success

About Nexcess

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.

Overview

The Director. Client Success is responsible for leading the Client Success and Technical Account Management (TAM) functions for the Managed Cloud business unit. This role develops and executes strategies that strengthen client retention, satisfaction, adoption, and expansion across the existing client base.

This is a hands-on leadership role. The Director will coach and develop the Client Success and TAM teams while remaining close to clients, particularly during complex renewals, escalations, executive business reviews, and other high-impact engagements.

The Director will establish the standards, processes, operating cadence, and tools that enable the team to deliver a consistent and scalable client experience.

The Director will partner closely with Sales, Product, Support, Marketing, and other cross-functional teams to identify opportunities to improve the client experience, address risks, and support retention and expansion. The role will have meaningful responsibility for driving commercial outcomes while recognizing that client retention and growth are shared outcomes influenced by multiple functions across the business.

The successful candidate is a builder and player-coach who is comfortable creating structure where it does not yet exist, establishing clear expectations, coaching through real client situations, and developing a team that can consistently execute without depending on the Director for every decision.

The compensation range for thi