Director, Client Relationships

Stealth Logo
Stealth
New York, UNITED STATES, United States
196000 - 238000 USD / Year
  • Entertainment
  • FullTime
  • Applications have closed

Location: Anywhere in the US

Mode of work: Remote

As Director, Client Relationships, you will lead a team of Client Partners while directly managing strategic customer relationships. You’ll be responsible for driving value realization, retention, and growth across a portfolio of high-impact accounts. By mentoring your team and guiding strategic engagements, you’ll ensure alignment between our solutions and customer business priorities, while fostering long-term partnerships and measurable outcomes.

Ideal candidates have strong leadership skills, deep business and commercial acumen, and a track record of managing complex, consultative relationships—preferably with experience in management consulting or enterprise SaaS.

Key Responsibilities

  • Product Adoption & Value Delivery
  • Lead discovery and exploratory conversations with the client to uncover pain points, challenges and needs to customise solutions
  • Serve as the primary point of contact for assigned clients, ensuring our solutions drive measurable business outcomes.
  • Translate client goals and challenges into actionable plans that align with our offerings.
  • Drive product adoption and deliver ROI
  • Account Retention & Growth
  • Manage renewal conversations by proactively demonstrating ROI, mitigating churn risks and building stakeholder alignment.
  • Identify and drive cross-sell and upsell opportunities through strategic account planning.
  • Develop multi-threaded relationships across client organizations, including C-suite stakeholders, to build advocacy and deepen partnerships.
  • Drive expansion across BUs, functions, geos
  • Strategic Client Engagement
  • Lead QBRs, MBRs, and ongoing value conversations focused on customer ROI and long-term impact.
  • Monitor and act on key health metrics (Customer ROI, % Monthly Active Users, Health Score, GRR, NRR) to preempt risks and capitalize on opportunities.
  • Program & Stakeholder Management
  • Collaborate with internal teams (primarily Engagement Manager and occasionally other teams such as Product, Sales, Services) to ensure seamless delivery, client satisfaction and account growth.
  • Manage complex, multi-stakeholder client programs with clear ownership and outcomes.
  • Develop a best-in-class customer value driven team and structures
  • Lead, mentor, and develop a high-performing team by providing regular coaching, feedback, and growth opportunities
  • Own end-to-end team staffing including headcount planning, recruitment, onboarding, and succession planning
  • Foster a culture of ownership, accountability, and continuous learning within the team
  • Identify skill gaps and drive initiatives for upskilling, cross-training, and career progression
  • Act as a culture champion, role-modeling company values and promoting inclusion, transparency, and psychological safety
  • Continually innovate and refine internal playbooks, processes, workflows and systems leveraging first principles as well as industry best practices
  • Accelerate customer response time by debottlenecking for the team, as required

Skills & Role Requirements

  • Business & Strategic Capabilities

  • Deep understanding of business strategy, operations, and industry trends, with the ability to engage clients in big-picture conversations.

  • Strong problem-solving skills with a structured, first-principles approach to client challenges.

  • Ability to collaborate with clients to uncover their broader organizational goals, and strategically align product and service offerings to drive measurable business outcomes.

  • Client & Program Management

  • Experience managing large-scale, client-facing programs with multiple stakeholders.

  • Strong communication and influence skills, capable of engaging senior executives and translating complex ideas into actionable plans.

  • Ability to lead strategic conversations centered around ROI, adoption, and long-term outcomes.

  • Commercial Acumen

  • Prior experience in consultative selling, customer success, or account management, ideally in SaaS or tech environments.

  • Demonstrated success in managing renewals and driving account expansion.

  • Technical & Analytical Skills

  • Strong grasp of our product suite and services, enabling effective solution design and value articulation.

  • Comfort working with technical products and translating client needs into technical solutions.

  • Data-driven mindset with experience tracking customer metrics to inform decision-making and proactive engagement.

  • Other Requirements

  • 10+ years of experience in client service, consulting, strategy, or customer success roles.

  • Experience in a top-tier management consulting firm is preferred.

  • Exposure to enterprise SaaS or technology clients is a plus.

  • Prior account management and quota-carrying experience is preferred

  • Advanced degree (MBA or equivalent) preferred.

  • Prior team and client management experience is a must. Team management experience includes hiring, coaching / mentoring, and building competitive processes and structures

Success Metrics

  • Value Realisation Metrics — Demonstrated business impact and ROI for clients
  • Product Adoption and Engagement — % Monthly Active Users (MAU), C-SAT
  • Customer Health Score — Overall health and satisfaction of assigned accounts
  • Renewal and expansion metrics — GRR and NRR translating to $ quota achievement
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