Director of Customer Success

Clayton Services is searching for a Director of Client Success to join a thriving company in Austin, Texas. The Director of Client Success will build the infrastructure for client success across support and implementation for a startup SaaS company.

Job Type: Direct Hire

Pay Rate: $200,000-$250,000/year plus bonus

Benefits: Medical, dental, vision, 401k, PTO, and more.

Work Setting: Remote/Hybrid

Director of Client Success Responsibilities:

• Define and document the complete client engagement journey, spanning from pre-sales onboarding to long-term support and contract renewal.
• Create scalable standard operating procedures (SOPs), playbooks, escalation frameworks, and communication guidelines for implementation teams and non-bug-related technical support.
• Select, implement, and optimize CRM platforms, helpdesk solutions, and workflow tools to enable efficient operations and support future team growth.
• Establish structured "train-the-trainer” workflows that embed scalability and knowledge transfer into all areas of client success operations.
• Develop comprehensive hiring strategies, including role definitions, job descriptions, KPIs, and organizational structures for Support Managers, Implementation Managers, and Specialists.
• Act as the interim leader for all client-facing interactions, ensuring high-quality service and continuity during the initial build-out of the team.
• Lead the onboarding and training of the first 20+ hires across support, implementation, and client success functions, establishing a strong foundation for team performance and growth.
• Serve as a key representative in enterprise client onboarding sessions and high-level partnership negotiations alongside the executive team, ensuring alignment and long-term value creation.
• Lead the resolution of complex customer escalations with empathy, professionalism, and a solutions-oriented mindset, balancing client satisfaction with business integrity.
• Champion a culture of proactive, consultative client support rooted in clear communication, collaboration, and a commitment to exceptional service across all touchpoints.
• Other duties as assigned

Director of Client Success Skills and Abilities:

• Excellent communication and presentation skills
• Excellent customer service skills
• Excellent interpersonal skills
• Excellent process design and documentation skills
• Ability to lead a team and successfully manage strategic key accounts
• Extremely knowledgeable of the internal workflows and processes of SaaS companies

Director of Client Success Education and Experience:

• A minimum of 15+ years of experience in a business development and client success role at a SaaS company is required
• A minimum of a bachelor's degree is required; a master's degree is preferred
• Previous experience building support and onboarding teams is highly desired
• Previous experience working with oil and gas companies in the software business is highly desired

Director of Client Success - Immediate need. Apply today!