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Director, Client Success

Tyler Technologies
USA
Full-time
Senior · 8+ years experience
Onsite
Discovered 2 weeks ago
GainsightCRM

Full Job Posting

Responsibilities

  • Strategic Leadership
  • Develop and execute the Client Success strategy for an assigned client segment, ensuring alignment with Tyler’s organizational priorities and desired client outcomes.
  • Maintain a comprehensive view of the segment’s overall health, strategic priorities, modernization readiness, retention risks, and growth opportunities.
  • Contribute to the broader Client Success strategy by sharing segment insights, emerging trends, risks, and recommended actions.
  • Translate Tyler’s cloud and modernization strategy into actionable client engagement, readiness, adoption, and value realization plans.
  • Establish clear goals and performance measures across client health, adoption, satisfaction, retention risk, engagement, referenceability, and value realization.
  • Foster a culture of accountability, collaboration, adaptability, and continuous improvement.
  • Represent the needs and perspectives of the assigned client segment in departmental and cross-functional planning.
  • Team Leadership and Development
  • Lead, coach, and develop Client Success leaders and professionals, including performance management, career development, and succession planning.
  • Establish clear expectations and consistent operating practices across the team.
  • Promote collaboration and knowledge sharing to improve the quality and consistency of the client experience.
  • Use strong emotional intelligence and sound judgment to navigate complex team, client, and organizational dynamics.
  • Lead the team effectively through organizational, product, and industry change.
  • Client Engagement, Advocacy, and Retention
  • Ensure the team develops meaningful success plans that connect Tyler solutions to each client’s goals, priorities, and desired outcomes.
  • Build trusted relationships with executive stakeholders across the assigned client segment.
  • Establish proactive approaches for identifying at-risk clients and coordinating recovery plans before issues affect retention or the broader relationship.
  • Provide executive leadership during significant client escalations, ensuring clear ownership, communication, and follow-through.
  • Oversee client advocacy and engagement efforts, including user groups, advisory councils, references, testimonials, and other opportunities to elevate the client voice.
  • Lead or support executive business reviews with key clients, focusing on strategic priorities, measurable outcomes, risks, and future plans.
  • Modernization and Adoption
  • Help clients successfully navigate Tyler’s transition to modern, cloud-based solutions by supporting readiness, change management, adoption, and ongoing value realization.
  • Assess modernization readiness across the assigned client segment and ensure risks, concerns, and adoption barriers are surfaced early.
  • Partner with Product Development, Professional Services, Support, Technical & Cloud Services, Sales, and other teams to provide clients with a coordinated experience throughout their modernization journey.
  • Equip the Client Success team with the knowledge, messaging, and resources needed to communicate Tyler’s strategy and guide productive client conversations.
  • Data, Scale, and Operational Excellence
  • Use client data, health indicators, feedback, and operational insights to prioritize engagement across the assigned client segment.
  • Develop segmented and scalable engagement approaches, including digital programs, trigger-based outreach, group education, webinars, and other one-to-many strategies.
  • Ensure consistent and disciplined use of Client Success platforms to document client context, risks, commitments, and outcomes.
  • Evaluate team capacity, account coverage, and resource allocation to ensure effort is aligned with client needs and strategic priorities.
  • Refine processes, tools, and playbooks that improve efficiency, accountability, and the overall client experience.
  • Provide input and recommendations regarding departmental budgets, staffing, and resource needs.
  • Cross-Functional Collaboration
  • Partner with Product Development to ensure client feedback, adoption barriers, and emerging needs inform product planning and prioritization.
  • Collaborate with Sales and other business leaders to support retention and identify appropriate expansion or cross-sell opportunities within the assigned client segment.
  • Work closely with Professional Services, Support, Technical & Cloud Services, and other operational teams to clarify ownership and address client needs effectively.
  • Coordinate with Marketing to identify and showcase client success stories, references, case studies, and testimonials.
  • Regularly communicate segment performance, trends, risks, and progress toward departmental goals to executive leadership.

Qualifications

  • Bachelor’s degree in a related field or equivalent professional experience; advanced degree preferred.
  • Eight or more years of progressive experience in Client Success, account management, professional services, consulting, or another strategic client-facing function, including significant people-leadership experience.
  • Experience leading leaders and client-facing teams in an enterprise software or SaaS environment.
  • Demonstrated ability to manage the health, strategy, and performance of a complex client portfolio or market segment.
  • Demonstrated ability to guide clients and teams through product, cloud, organizational, or operational change.
  • Experience developing scalable Client Success practices across a diverse or complex client portfolio.
  • Strong executive presence, communication skills, business judgment, and ability to build trusted relationships with senior client and internal stakeholders.
  • Proven ability to use data, client insights, and performance measures to identify risk, prioritize resources, and drive action.
  • Experience with Client Success platforms such as Gainsight, CRM systems, analytics, automation, or digital-engagement tools.
  • Demonstrated strength in coaching, performance management, conflict resolution, and leadership development.
  • Experience working in public-sector technology, Courts & Justice, enterprise SaaS, or another complex or regulated environment is preferred.
  • Willingness to travel approximately 20%–30%, based on business and client needs.

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