Job Descriptions
Liaison is seeking an experienced Client Success Director who is passionate about technology and supporting the success of our partner colleges and universities. This position reports to the Director, Account Management and is an inspanidual contributor directly responsible for supporting the company’s client retention and revenue goals. The Client Success Director has an assigned account list composed of CRM (TargetX & Outcomes) and UniCAS customers and serves as the primary point of contact and internal advocate for clients throughout their Liaison partnership. They work closely with departments across Liaison to ensure our technology and services are aligned to support the client’s success. The ideal candidate has deep knowledge of the higher education market and experience in higher ed software sales, account management, and/or client services.
Responsibilities:
- Help and serve our customers as a strategic partner: their success is your success.
- Own overall relationship with assigned clients: ensure client adoption, retention, and satisfaction.
- Establish a trusted advisor relationship with multiple contacts at client institutions; drive and showcase the value of our products, services, and partnership.
- Ensure client stakeholders at all levels are getting value out of their partnership with Liaison by conducting regular strategic planning with customers, and managing follow-up with clients and internal colleagues.
- Work to identify and develop expansion opportunities; collaborate with sales team to bring opportunities to successful closure.
- Advocate client needs across internal departments and manage account escalations. Be the “champion in the ring” for assigned clients.
- Achieve quarterly client health, renewal, and expansion goals.
Position Requirements:
- Impeccable written and verbal communication skills. Skilled presenter with ability to engage effectively at all levels of an organization, both internally and externally.
- At least five years’ experience in client services, sales, or implementation within software, IT services, or higher education sector.
- Experience working in or supporting the field of higher education preferred.
- Proven experience executing on client success strategies at scale with a hands-on, data-informed approach that balances structure with adaptability.
- Understanding of the full customer lifecycle—including onboarding, adoption, renewal, and expansion—with a focus on long-term client outcomes.
- Ability to collaborate cross-functionally with Product, Sales, Services, and Marketing to advocate for and support client needs and ensure value delivery.
- Knowledge of Software as a Service (SaaS) models and client engagement best practices. Familiarity with Salesforce and/or CAS technologies a plus.
- Bachelor’s degree required.
