Client Success Director, Salesforce Practice

Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston, Montreal, Los Angeles, Quito, and hubs across the Americas, we partner with marketing and technology leaders to deliver personalized web, mobile, and ecommerce solutions that elevate customer experiences.

At Verndale, we thrive on collaboration and innovation, offering a full range of services that span strategy, design, development, personalization, SEO, analytics, and digital advertising. We celebrate diversity and inclusion, striving to create a climate of respect essential for both individual and company success.

If you re ready to be part of a passionate team dedicated to making an impact and driving growth, we invite you to explore a career at Verndale.

This role can be in our Boston office or Remote for those outside of MA

The Client Success Director (CSD), Salesforce Practice, leads a Client Success team within Verndale’s Salesforce practice and directly manages a portfolio of high-value accounts. The CSD is accountable for retention, profitability, and client satisfaction across their portfolio, while also providing leadership, coaching, and escalation support for the broader Client Success team. Partnering closely with the Practice Lead, Solution Consultants, and Delivery Leader within the Salesforce practice, the CSD ensures Verndale delivers measurable value and consistently strong client experiences.

• Directly manage a portfolio of 5–10 accounts, owning client relationships, renewals, and expansion opportunities.
• Lead a Client Success team (CSMs and Coordinators) covering 10–15 accounts per CSM.
• Serve as senior relationship owner and escalation point for strategic accounts.
• Develop and maintain Client Success Plans and lead business reviews for direct accounts.
• Oversee development of Client Success Plans for accounts in portfolio.
• Partner with Practice Managing Directors to ensure alignment on revenue, renewals, profitability, and client satisfaction across the portfolio.
• Set performance targets for renewals, retention, satisfaction, and margin contribution within the practice.
• Support CSMs in account planning, QBRs, and escalation management.
• Drive operational excellence in Client Success processes, including account health tracking, reporting, and renewals.
• Collaborate with Client Partners to ensure seamless transitions when maintaining accounts.

• Bachelor’s degree; advanced degree a plus.
• 8+ years’ experience in account management, client success, or consulting, with at least 3 years in a leadership role.
• In-depth experience and familiarity with the Salesforce platform ecosystem.
• Proven track record managing a $5M+ portfolio, including direct account ownership.
• Strong leadership and coaching skills, with experience managing client-facing teams.
• Excellent relationship management and executive communication skills.
• Commercial acumen: ability to manage contracts, renewals, and profitability.
• Experience collaborating with delivery/project management in a professional services environment.

• Renewal and retention rates for personal portfolio and team portfolio.
• Net revenue growth (expansion within maintained accounts).
• Profitability (margin health) of accounts.
• Client satisfaction (CSAT, NPS).
• Team engagement and performance against targets.