Associate Director, Client Success (Remote)

Own performance across a 7,000+ account portfolio, with accountability for retention, expansion, and organic growth

Develop and execute strategies to increase client volume and maximize account value within existing accounts

Manage portfolio performance against defined retention and expansion targets (quota), including ownership of forecasting and reporting to leadership

Establish segmentation and prioritization strategies to effectively manage and scale engagement across the client base

Serve as senior relationship owner for strategic and high-value accounts, leading complex engagements with executive presence and credibility

Ensure all client-facing deliverables and interactions are accurate, current, and executive-ready

Own resolution of complex client issues and executive-level escalations, ensuring timely and aligned outcomes

Own visibility into portfolio performance, including retention, volume trends, and growth opportunities

Architect and optimize Salesforce reporting capabilities, including tracking of margin, profitability, and financial impact across key accounts

Leverage data and insights to inform strategy, decision-making, and risk mitigation, ensuring strong CRM data integrity and reporting accuracy

Lead, coach, and develop a team of Client Success professionals, setting clear expectations for ownership, communication, and performance

Drive accountability, capability building, and continuous improvement across the team

Partner cross-functionally to align on renewals, forecasting, and expansion strategies

Translate client insights into actionable recommendations and drive improvements to processes, products, and client experience

Lead, coach, and provide for developmental opportunities for team. Set clear expectations and provide resources for support to ensure optimum performance

Required

Bachelor’s degree in business, public administration, education, or related field (Master’s preferred)

8+ years of experience in client success, account management, or revenue-focused roles, with increasing scope and responsibility

3+ years of experience leading and developing high-performing teams, with a demonstrated ability to drive accountability, staff development and performance

Proven track record of owning client retention, expansion, and portfolio growth outcomes, including accountability for revenue or volume-based targets

Demonstrated success managing large-scale, complex client portfolios (5,000+ accounts preferred;10,000+ strongly preferred)

Experience operating in a quota-driven or revenue-accountable environment, including ownership of forecasting and performance tracking

Strong experience with Salesforce CRM and reporting, including ability to leverage data to drive decision-making and business outcomes

Demonstrated experience with data analysis and performance reporting, using insights to inform strategy and optimize results

Proven ability to manage complex, high-profile client relationships, ideally within government, higher education, or regulated environments

Experience working in cross-functional, matrixed organizations, influencing stakeholders and driving alignment

Demonstrated ability to operate at both a strategic and execution level, translating priorities into measurable outcomes, with strong executive presence.

Strong alignment with WES mission and values.

Desired

Willingness and ability to travel up to 30–50% as needed

Opportunity - We open doors so people can build better futures.

Inclusion - We become stronger, more creative, and more resilient when we embrace diversity.

Equity - We uphold fairness and justice in our work and actions.

Enterprising - We are resourceful, inventive, and driven.

We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential.

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.

For more information about WES, please visit our website at www.WES.org

This position is an existing vacancy and is currently open for hire.