Director of Client Success

Role Overview

• Own the client journey from onboarding through implementation, go-live and the ongoing account lifecycle, serving as a senior relationship owner and creating continuity throughout the client experience.
• Partner with Sales and the Solutions Architect during the commercial process to understand each client’s business, use case, proposed solution and path to launch, and ensure the transition from opportunity to implementation is seamless.
• Drive onboarding and implementation from start to finish, building clear plans with milestones, owners, dependencies and timelines and coordinating across clients, Product, Engineering, Compliance and Operations to get clients live.
• Build the Client Success function from the ground up in close partnership with the co-founders, living the process firsthand, identifying what works and what does not, and turning those lessons into scalable playbooks, operating rhythms, tools and standards.
• Solve complex problems that do not come with an existing playbook, identifying risks and blockers early, bringing together the right people and driving issues toward resolution.
• Lead the ongoing client relationship after launch by understanding each client’s goals, monitoring health and engagement, and proactively identifying risks, opportunities and ways Cyclops can create more value.
• Coordinate client questions, requests and support inquiries across internal teams, ensuring issues have clear owners, clients stay informed and nothing falls through the cracks.
• Grow client relationships by identifying opportunities across products, use cases, markets and transaction volume, partnering with Sales when commercial engagement or negotiation is required.
• Shape the future Client Success organization alongside the co-founders and executive team, defining how the function should evolve and when to introduce additional specialization, tooling or team members as the client base grows.

Requirements

• Significant experience in customer success, implementation, client services, account management, customer operations or a related client-facing function, including ownership of complex, high-value client relationships.
• A track record of building, scaling or materially improving a customer success, implementation or client operations function—not just operating within an established one.
• Demonstrated ability to operate as a hands-on leader, personally owning client relationships and execution while simultaneously building the processes and infrastructure required to scale.
• Strong project and program management skills, with the ability to coordinate multiple stakeholders, dependencies and complex workstreams from planning through execution.
• Technical aptitude and comfort working with APIs, integrations, technical concepts and engineering teams.
• Exceptional executive-level client communication skills and the ability to build trust, create clarity and maintain confidence through complex or fast-moving situations.
• High ownership, strong judgment and a bias toward action.
• The ability to turn ambiguity into structure, proactively identify risks and opportunities, and build repeatable processes without over-engineering them.
• Comfort operating in a fast-moving startup environment where the process may not exist yet—and the instinct to build it when it does not.

Benefits

• Company issued laptop
• Technology Accessories
• Annual In-Person Full-Team Meetup