Client Success Director (Learning Strategy & Experience Design) | Open to US-based candidates only

Client Success Director (Learning Strategy & Experience Design)

• Position: Full-time employee

• Location: Remote, with travel

• Open to: US -based candidates only

We are seeking a client-centered learning practitioner who combines hands-on Learning Experience Design expertise with enterprise account leadership. If you are an experienced Learning Experience Architect or Senior Instructional Designer who thrives in front of clients, can translate business needs into learning solutions, and is ready to step into a strategic client-facing role, this position offers the ideal blend of design craft, consulting, and relationship leadership.

About the Role

As a Client Success Director, you will serve as a trusted advisor to our enterprise clients, ensuring they receive exceptional service while identifying opportunities to deepen and expand partnerships. Unlike traditional account roles, this position values a practitioner’s mindset: someone who understands learning strategy, solution design, and modern learning modalities, and can guide clients toward high-impact learning outcomes.

You’ll shape learning roadmaps, participate in solutioning conversations, and ensure delivery excellence across complex engagements, all while championing client goals and long-term growth.

What You’ll Do

Client Leadership

• Serve as the primary point of contact, ensuring an exceptional and seamless client experience.

• Build trusted, long-term relationships with senior learning, HR, and business stakeholders.

• Lead Quarterly and Yearly Business Reviews grounded in data, insights, and learning impact.

Learning Strategy & Solutioning

• Translate client business needs into learning strategies, experience architectures, and solution recommendations.

• Participate in early-stage solutioning sessions, scoping conversations, and design workshops.

• Evaluate learning programs and recommend enhancements across modalities (eLearning, ILT/VILT, blended learning, performance support, platforms, AI-enabled learning).

• Collaborate closely with design and delivery teams to ensure solutions align with client expectations and industry best practices.

Account Growth & Governance

• Drive expansion through consultative upselling, cross-selling, and proactive account planning.

• Oversee service delivery and governance, ensuring SLAs, quality benchmarks, and risk mitigation plans are consistently met.

• Partner with leadership to protect revenue, support profitability, and maintain long-term account health.

• Negotiate service agreements and oversee reporting, analytics, and performance tracking.