Director of Client Success, Enterprise News
External
Dowjones · Nyc - 1211 Ave Of The AmericasPrepare for this interview
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About the role
We are seeking a Director of Client Success, Enterprise News to build and lead a world class B2B client success organization from the ground up. You will be responsible for designing and scaling the full post-sale customer lifecycle from onboarding and activation to engagement, retention, and expansion. This is a highly strategic role operating in a startup environment, with the opportunity to define how enterprise clients adopt and derive value from a next generation intelligence platform. As Director of Client Success, y ou will own the strategy, structure, and execution of our enterprise client success model, ensuring customers achieve measurable value and driving long-term growth through adoption, engagement, and expansion. Y ou will partner closely with Sales, Product, Marketing, and Customer Care to deliver a seamless and high-impact client experience. Our team works in the Midtown Manhattan office 3 days each week. You Will Design and scale a global client success organization supporting enterprise customers. Define roles across onboarding, adoption, customer relationship, and customer care. Develop structured onboarding and activation programs to accelerate adoption. Establish best-in-class processes, playbooks, and operating processes. Design and execute strategies that drive sustained user engagement. Lead cross-brand engagement initiatives to ensure clients realize maximum value from the integrated Dow Jones business news product and translate engagement and usage into measurable commercial outcomes. Implement proactive client relationship management to support Account Managers. Align with Sales on handoff, account strategy, and expansion. Own activation and expansion metrics. Partner with Sales to support renewals, QBRs, and growth opportunities. Build and operationalize a customer health scoring framework in coordination with our operations and analytics team. Leverage data and analytics to monitor adoption, engagement, and risk. Identify early indicators of churn and expansion opportunities. Partner with Customer Care to capture and synthesize customer feedback and establish VOC programs to inform product, content, and experience improvement. Act as the voice of the customer across the organization. Partner with Product to inform roadmap based on customer needs and behavior. Collaborate with Marketing on lifecycle and engagement programs. You Have 12+ years in SaaS sales, enterprise client success, enterprise customer relationship management, or closely related roles Proven experience building and scaling client success organizations. Start up or high growth experience is a plus. Data-driven mindset with experience in customer analytics and health modeling. Builder mindset: you are comfortable creating structure with the ability to operate both strategically and tactically. Strong track record of driving adoption and expansion in enterprise environments. Deep understanding of customer lifecycle, engagement, and adoption strategies. Strong cross-functional leadership across sales, product, and marketing. Willingness to work in our Midtown Manhattan office 3 days each week. #LI-HYBRID
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