Employee ownership is at the heart of Synergy. Every team member is more than just an employee - they’re an owner, a contributor, and a driver of our collective success. This shared commitment fuels our innovation, strengthens our collaboration, and empowers us to deliver exceptional solutions to our clients. When we each have a stake in the outcome, we bring our best to every challenge—and that’s the power of ownership at Synergy. Interested in learning more?

What You'll Do?

The Director of Client Success is responsible for ensuring clients consistently experience value from Synergy IT Solutions’ services through proactive engagement, clear communication, and strong internal coordination. The focus of this role is client retention and growth.

This role will create a client success program and over time, build a team of operational advocates for clients. The Client Success program will coordinate with internal teams, manage client touchpoints, and ensure initiatives and projects move forward efficiently throughout the client lifecycle.

The Director of Client Success understands, establishes, and oversees the client success framework, ensuring consistency across onboarding, project coordination, service delivery, and ongoing engagement. The role partners closely with Client Managers, Service Delivery, IT Advisors, and Solution Specialists to ensure clients receive seamless experience and that value delivery remains visible, measurable, and scalable.

This role does not own sales quotas or technical delivery, but is accountable for client success quality, retention support, communication clarity, and lifecycle coordination.

Key Responsibilities

Define and lead the client success model across the full client lifecycle, including onboarding, engagement cadence, initiatives, and business reviews.
Ensure effective client-side coordination of projects and service initiatives, including clear ownership, milestones, and handoffs across teams.
Monitor client health, identify early risk signals, and partner with Client Managers to support retention and value realization.
Act as the primary cross-functional connector between Client Managers, Service Delivery, and Solution teams to reduce friction and improve execution.
Establish and report on client success metrics, translating client feedback and insights into continuous improvement.
Build, lead, and scale a high-performing Client Success team focused on coordination, communication, and follow-through.

What You'll Bring?

Bachelor’s Degree
4-6 years of client success experience in Managed Services (MSP), IT services, or B2B technology services
Background in Client Success, Account Management, Service Delivery, or Operations leadership
Experience leading teams responsible for client engagement and coordination
Familiarity with tools such as ConnectWise, CRM/PSA systems, and service management platforms
Strong leadership and team development skills
Excellent organizational and operational management abilities
Exceptional written and verbal communication
Ability to influence and coordinate across multiple departments
Client-first mindset with a focus on outcomes and value realization
Strong problem-solving and escalation management skills

Success Metrics (First 12 Months)

Consistent client engagement cadence across assigned accounts
Improved client communication and coordination across service teams
Reduced onboarding and project communication gaps
Increased visibility of value delivery during QBRs and client reviews
Improved client satisfaction and retention indicators
Effective leadership and development of the Client Success team

Why This Role Matters

As Synergy continues to expand its services-led model, the Director of Client Success ensures that clients do not fall between sales, service, and project initiatives. By building a structured client success framework and leading the Client Success team, this role ensures value delivery remains intentional, visible, and consistent across the organization.

Why Join Us?

You’ll be part of a collaborative, mission-driven team dedicated to delivering exceptional service and innovative solutions to the clients that shape our communities.

Synergy's Benefits:

Employee Stock Ownership Plan
Health, Vision, & Dental Insurances
Supplemental Insurances
401(k)
Flexible schedules
Paid Time Off
Paid Sick Leave
Floating & Observed Holidays
Volunteer Time
HSA (Health Savings Account)
Life insurance
Mileage/Travel Reimbursements
Cell Phone Reimbursement
Certification & Training Reimbursements
Dog friendly workplace!

Ready to make a difference in education and public service? Apply today and help us empower the next generation through technology!

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Director of Client Success