Client Success · Employee · Remote, New Jersey
Director of Client Success
Lead client success across Superfactor’s accounts. Own the relationship, guide digital delivery and help clients turn their investment into lasting business value.
Remote within New Jersey. Applicants must live and work in New Jersey.
The role
We’re looking for a client leader who can earn executive trust and keep complex digital work moving. You’ll own the client success approach, account priorities and delivery governance across brand, design, engineering and marketing engagements.
This role combines strategic account leadership with hands-on project oversight. You’ll align stakeholders, manage expectations and work with discipline leads to control scope, schedules and commercial commitments. You’ll also guide adoption, resolve difficult situations and identify where a longer-term relationship can genuinely help the client.
What you’ll own
- Set account plans, relationship priorities and client communication standards.
- Lead onboarding, stakeholder alignment and strategic account reviews.
- Oversee project plans, dependencies, budgets and delivery commitments.
- Manage scope changes, approvals and risks with clients and discipline leads.
- Resolve escalations and guide launch, adoption and ongoing service reviews.
- Own account health, retention planning and well-qualified expansion opportunities.
What we’re looking for
You’re a senior client services professional with the delivery judgment to match your relationship skills. You can lead a difficult conversation, recognize a delivery risk and turn competing expectations into an agreed plan.
Must-haves
- Senior account or client services experience in an agency or digital consultancy.
- A record of leading digital engagements from discovery through launch and support.
- Strong project governance across scope, budgets, schedules and change control.
- Confidence advising senior stakeholders and handling sensitive escalations.
- Experience with account planning, retention and commercially sound expansion.
- The ability to coordinate specialists and improve how client work is delivered.
Nice-to-haves
- Experience establishing or improving a client success function.
- Experience across software products, websites and recurring service engagements.
- Familiarity with CRM, project management and client adoption programs.
About Superfactor
Superfactor is a business-first design and engineering agency. We help businesses build stronger brands, adopt AI, modernize systems, and create better digital experiences. Alongside client work, we develop our own digital products, creating opportunities to shape both the business and the work it produces.
Our culture
Leadership here means setting direction and staying close to the work. We share ideas early, welcome different perspectives and give direct, constructive feedback. You’ll have room to influence how your discipline operates, with clear responsibility for its standards and delivery.
The pace is purposeful, with concurrent priorities and decisions that cannot always wait for a perfect brief. We make trade-offs openly, raise risks early and follow through on commitments.
We use AI and automation extensively to support research, production and execution. People provide the judgment, protect client trust and take responsibility for the finished work.
Your application
Make your
next move.
Send your résumé and two client engagement examples. Explain a difficult delivery or account decision, how you handled it and what you changed for the client and the team. Please remove confidential client information from work samples.