Director of Client Experience (Portfolio)

At Acquisition.com, we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you.

Role

This position is for a portfolio company of Acquisition.com. We’re looking for a high-caliber Director of Client Experience leader to own the entire post-sale journey—driving exceptional customer experiences, maximizing client outcomes, and ensuring all live event touch-points are world-class.

This is a strategic and executional leadership role for someone who understands that customer experience isn’t just about satisfaction—it’s about retention, referrals, and revenue growth.

You’ll Be Fully Accountable For

Client Experience

• Ensuring clients feel supported, seen, and empowered throughout their journey

• Designing a white-glove experience that feels premium, proactive, and personalized

Client Support

• Leading your department to deliver fast, helpful, and on-brand interactions

• Meeting resolution time targets, ensuring quality, and building a team culture of excellence

Client Outcomes

• Increasing client retention, referrals, upsells, and success milestones

• Ensuring every client is progressing, implementing, and achieving measurable results

Your Core Responsibilities

• Own the full post-sale lifecycle: onboarding, engagement, renewal, and expansion

• Hire, train, and manage a high-performing Client Experience Team

• Lead weekly 1:1s, track KPIs, and coach your team to hit performance metrics

• Design and optimize SOPs, reporting structures, client segmentation, and retention and ascension systems

• Drive accurate weekly performance reporting to executive leadership

• Partner cross-functionally to align on program improvements, escalations, and product insights

• Proactively identify churn risks, product gaps, and upsell opportunities

• Foster strong client relationships with a focus on maximizing lifetime value

What Success Looks Like

• Retention and upsell targets are met or exceeded quarterly

• All client communications and deliverables are clear, timely, and documented

• Weekly client touch-points are maintained, with 85%+ engagement rates

• Client outcomes improve quarter over quarter

• Clients report a premium, high-touch experience—and are actively referring peers
  

Who This Role Is For

• A strategic-yet-operational leader who thrives on coaching teams, delivering outcomes, and turning CX into a revenue engine

• A high-accountability operator who can zoom in on the details but zoom out to strategy

• Someone with strong sales acumen, leadership presence, and experience managing customer-facing departments
  

Who This Role Is Not For

• Someone who avoids tough conversations, isn’t energized by KPIs, or dislikes process

• Someone who needs constant direction—this is a role for a builder who takes initiative
  

Role Requirements

• 5+ years in a senior Customer Experience, Client Success, or Fulfillment leadership role

• Direct experience leading teams of 40+, including middle management, CSMs and support staff

• Proven track record of hitting retention, upsell, and customer satisfaction targets

• Strong experience with CRM, project management tools, and engagement tracking software

• Excellent written and verbal communication skills

• Strong executive presence and judgment, especially in high-stakes client escalations

Location

• Remote

Compensation

• $120,000-$145,000

Acquisition.com Core Values

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.