Senior Director Of Client Success And Support

Description

Tyler Technologies is seeking a strategic and results-driven Senior Director of Support & Client Success, Public Safety to lead our cloud-first client operations. You'll oversee both support and client success functions for a $145+M SaaS business unit, serving critical public sector clients nationwide.

In this role, you'll build a modern support and success model for our SaaS deployments-driving operational excellence, scalable client engagement, and long-term retention. You will optimize lifecycle management and enable proactive, data-informed client experiences using a client success and CRM platform.

Support & Cloud Operations

• Architect and lead a modern support organization built for cloud/SaaS delivery-prioritizing automation, scalability, self-service, and proactive client engagement.
• Standardize processes, SLAs, and case management tools across business units to ensure consistent, data-driven service delivery.
• Oversee a support and client success team for a growing SaaS client base, driving high responsiveness and satisfaction.

Client Success Leadership

• Build and scale a Client Success function focused on onboarding, adoption, health monitoring, renewals, and expansion.
• Define client segmentation strategies and success playbooks tailored for varying customer profiles and lifecycle stages.
• Implement data-driven risk mitigation and growth strategies to improve retention and maximize customer lifetime value.

Client Success Technology & Enablement

• Lead the implementation, and optimization of a Client Success Platform (e.g., Gainsight, Totango, ChurnZero) to enable proactive lifecycle management at scale.
• Leverage these platforms to track client health scores, automate engagement workflows, trigger playbooks, and integrate with CRM, support, and product usage data.
• Use CS platform analytics to identify trends, predict churn, and surface actionable insights to internal teams.

Cross-Functional Alignment

• Partner closely with Product, Engineering, Sales, Cloud Operations, and Delivery to ensure seamless onboarding, adoption, and support experiences.
• Collaborate with Marketing and Sales to support expansion and reference programs, case studies, and success stories.
• Serve as an internal advocate for the client voice, sharing insights and feedback to drive continuous improvement.

Team & Culture Development

• Lead a high-performing, distributed team of support and client success professionals, creating a unified, client-centric culture.
• Foster a growth mindset through coaching, accountability, and career development pathways.

Analytics & Performance Management

• Define, monitor, and report on KPIs including CSAT, NPS, churn, time-to-resolution, product adoption, and renewal rates.
• Translate data into strategy to improve service delivery, resource planning, and client engagement outcomes.

Qualifications:

• Bachelor's degree in business, technology, or related field
• 7+ years of leadership experience in client support and/or success roles within SaaS software organizations.
• Proven track record leading client engagement strategies across cloud/SaaS environments.
• Deep experience with Client Success Platforms (e.g., Gainsight, Totango, ChurnZero)-from selection to implementation to scaling usage.
• Strong operational acumen and experience with technical support models, escalation management, and lifecycle planning.
• Skilled in managing complex client relationships, driving product adoption, and mitigating risk in mission-critical environments.
• Excellent financial, analytical, and strategic planning skills.
• Exceptional communicator and collaborator, able to influence cross-functionally and at the executive level.
• Comfortable leading change in fast-paced, high-growth settings.