Director, Client Management - Growth Segments

Job Description

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JOB OVERVIEW

The Director of Client Management - Growth Segments is responsible for leading the day-to-day client management model across multiple Wheels segments. This role owns client engagement, retention, satisfaction, service execution, issue resolution, and portfolio performance across all three segments while building a strategy to automate and scale the delivery model. The Director will establish consistent operating cadences, client success measures, service expectations, and escalation paths while partnering across Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to ensure Wheels delivers a value-based client and driver experience as these segments grow. This leader will also develop and manage Client Management professionals, use data to identify risk and growth opportunities, and create repeatable playbooks, self-service capabilities, and automated workflows that allow Wheels to scale without sacrificing quality or client experience.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Lead day-to-day client management ensuring each segment has clear ownership, operating rhythms, service delivery expectations, and escalation protocols.
• Own client retention, client satisfaction, relationship health, and portfolio performance for assigned high-growth potential segments.
• Build and execute a scalable client management strategy that uses automation, standardized playbooks, self-service tools, data-driven reporting, and repeatable workflows to support growth without sacrificing service quality.
• Develop segment-specific client success plans, service level expectations, governance routines, quarterly business review cadences, adoption plans, and executive relationship strategies.
• Serve as the senior point of escalation for clients and internal stakeholders; ensure issues are resolved with urgency, accountability, and clear communication.
• Partner with Sales and Busi...