Senior Director of Client Success and Support

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Support & Cloud Operations 

• Architect and lead a modern support organization built for cloud/SaaS delivery—prioritizing automation, scalability, self-service, and proactive client engagement.
• Standardize processes, SLAs, and case management tools across business units to ensure consistent, data-driven service delivery.
• Oversee a support and client success team for a growing SaaS client base, driving high responsiveness and satisfaction.

Client Success Leadership 

• Build and scale a Client Success function focused on onboarding, adoption, health monitoring, renewals, and expansion.
• Define client segmentation strategies and success playbooks tailored for varying customer profiles and lifecycle stages.
• Implement data-driven risk mitigation and growth strategies to improve retention and maximize customer lifetime value.

Client Success Technology & Enablement 

• Lead the implementation, and optimization of a Client Success Platform (e.g., Gainsight, Totango, ChurnZero) to enable proactive lifecycle management at scale.
• Leverage these platforms to track client health scores, automate engagement workflows, trigger playbooks, and integrate with CRM, support, and product usage data.
• Use CS platform analytics to identify trends, predict churn, and surface actionable insights to internal teams.

Cross-Functional Alignment 

• Partner closely with Product, Engineering, Sales, Cloud Operations, and Delivery to ensure seamless onboarding, adoption, and support experiences.
• Collaborate with Marketing and Sales to support expansion and reference programs, case studies, and success stories.
• Serve as an internal advocate for the client voice, sharing insights and feedback to drive continuous improvement.

Team & Culture Development 

• Lead a high-performing, distributed team of support and client success professionals, creating a unified, client-centric culture.
• Foster a growth mindset through coaching, accountability, and career development pathways.

Analytics & Performance Management 

• Define, monitor, and report on KPIs including CSAT, NPS, churn, time-to-resolution, product adoption, and renewal rates.
• Translate data into strategy to improve service delivery, resource planning, and client engagement outcomes.

Qualifications:

• Bachelor's degree in business, technology, or related field
• 7+ years of leadership experience in client support and/or success roles within SaaS software organizations.
• Proven track record leading client engagement strategies across cloud/SaaS environments.
• Deep experience with Client Success Platforms (e.g., Gainsight, Totango, ChurnZero)—from selection to implementation to scaling usage.
• Strong operational acumen and experience with technical support models, escalation management, and lifecycle planning.
• Skilled in managing complex client relationships, driving product adoption, and mitigating risk in mission-critical environments.
• Excellent financial, analytical, and strategic planning skills.
• Exceptional communicator and collaborator, able to influence cross-functionally and at the executive level.
• Comfortable leading change in fast-paced, high-growth settings.

Apply Online

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Requisition Number:2025-7231


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Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.