Associate Director, Client Success (Remote)

The Associate Director (AD) Client Success plays a critical leadership role in driving client retention, expansion, and organic growth across WES' portfolio of academic, government, and regulatory partners in the United States. This role operates as a strategic business owner, accountable for performance across a portfolio of 7,000+ client accounts, while driving renewals, deepening engagement within existing accounts, and increasing volumes through upsell and cross-sell strategies.

This position operates as the external face of WES and an internal driver of execution, while demonstrating proactive leadership, executive presence, and full ownership of outcomes, to ensure client engagements, internal deliverables, and team outputs are delivered. This AD role manages a small team of Client Success professionals while reporting to the Director of Client Success & Business Development.

- 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

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

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

- 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.