Director of Client Success

Read the description below and see if this sounds like you

Who We're Looking For

We’re hiring a Director of Client Success Team Operations to lead the execution, performance, and daily rhythm of our Customer Success Department.

This is not a "manage-from-the-sidelines" role.

You’ll be hands-on. Reviewing calls, coaching the team, solving client issues, maintaining process excellence, and developing the people and systems that fuel our growth.

If you’re the kind of person who can move between tasks like...

  • Coaching one of our CSM's when they are struggling

  • Solving a client escalation if a problem arises

  • Reviewing lead quality when qualification comes into question

  • Leading team video calls

all before lunch —you might be exactly who we’re looking for.

What You'll Be Responsible For

  • Performance & Quality

    1. Conduct daily call reviews and provide timely, actionable feedback

    2. Review AutoGrader performance and calibrate scoring systems

    3. Maintain quality standards across pre/post-typeforms and appointment bookings

  • Team Operations

    1. Own and update the internal Launch Sheet; collaborate across departments to ensure all pieces are moving

    2. Lead weekly Friday Coaching Calls with clients

    3. Run daily check-in calls with our CSMs and troubleshoot performance issues

  • People Development

    1. Hire and train new CSMs

    2. Lead onboarding and continuous improvement for client-facing team members

    3. Drive personal development through leadership and sales coaching programs

  • Client & Escalation Management

    1. Be the escalation point for high-stakes client or lead issues

    2. Work closely with clients via CSMs to ensure consistent experience and success

    3. Resolve conflicts and spot bottlenecks early

  • Back-End Execution

    1. Review and approve payroll for CSM team

    2. Coordinate internal systems to ensure smooth delivery across all accounts

Requirements

  1. Excellent spoken and written English (you’ll be client AND team-facing)

  2. Proven experience leading remote, client-facing or operations-heavy teams

  3. Highly organized, resourceful, and solutions-oriented

  4. Tech-savvy with the ability to learn new tools and platforms quickly

  5. Comfortable with fast-paced, rapidly-changing environments

Benefits:

  • You’ll have a real impact and real ownership—your decisions will shape how our clients and teams succeed

  • You’ll work alongside sharp teammates who value growth, autonomy, and accountability

  • Remote position (work from anywhere in the world)

  • Competitive pay (performance-based commission with high earning potential).

  • Access to world-class training and education in advertising/marketing

  • Laid back, yet professional vibe

  • Unlimited leave

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