Associate Director, Client Success (Remote)

Title: Associate Director, Client Success

Department: Sales, Marketing and Customer Solutions (SMCS)  

Reporting to: Director, Client Success and Business Development

Compensation: $107K - $136K USD

Location: Remote - United States

 

Who We Are:   

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org. 

 

About the Opportunity: 

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.  

What You'll Do:

• 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

Your Experience:

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 rete