Director of Client Services

LifeLabs Learning

. Set the client service strategy and lead Engagement Management, Launch Management, and professional services Learning Experience Design teams .

Posted 10/15/2026full-timeRemote • United StatesLead💰 $135,000 - $155,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client service strategy, managing complex post-sale engagements, and leading teams to drive client outcomes and rebooking. Proficient in solution design and navigating cross-functional partnerships to enhance service delivery and client satisfaction.

Highest-signal resume keywords

Client Service StrategyComplex Client Relationship ManagementSolution DesignTeam Leadership and DevelopmentB2B Professional Services Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Solution ArchitectureRisk ManagementProgram EconomicsClient CustomizationPerformance Metrics Monitoring

Soft Skills

CoachingCross-Functional CollaborationProblem SolvingCommunication

Tools & Technologies

HubSpot CRMCPQ SystemsImpact Reporting Tools

Industry Keywords

Learning and DevelopmentOrganizational TransformationBehavioral ChangeB2B ServicesClient Engagement

About the role

Key responsibilities & impact

Set the client service strategy and lead Engagement Management, Launch Management, and professional services Learning Experience Design teams
Build service standards, people capabilities, and cross-functional operating practices for a consistent post-sale experience
Protect program economics and support rebooking and expansion
Partner with Sales on complex pre-sale solution design and approve complex client solution scope
Serve as a senior relationship and escalation partner for selected strategic accounts
Coach team members and develop their skills and confidence
Maintain portfolio assignments and balance deal allocation across the team
Improve Client Services systems, client outcomes, and team capacity
Establish standards, playbooks, and guardrails for scoping, risk management, and escalations
Lead risk reviews and service recovery, with accountability for corrective actions and failure prevention
Scope, resource, and deliver client customization requests
Partner with Senior Leadership, Sales, Facilitation, Launch Management, Product, RevOps, and Sales Enablement
Directly manage a portfolio of major client engagements as surge or strategic support
Own the complete post-sale journey from onboarding through sponsor follow-up, impact reviews, escalation, contract completion, and transition to Sales
Lead solution design, feasibility, and delivery commitments for complex RFPs
Provide deal sizing and scoping input for pricing and proposals
Maintain complete and accurate closed-deal handoff documentation
Align solutioning with Product roadmap and evolving learning experiences
Coordinate input from Facilitators, Product, Launch, and Learning Experience Design
Hand off documented solution briefs for customized programs
Partner on improvements to CPQ, proposal systems, HubSpot CRM, and impact reporting
Surface client insights and trends to Product, leadership, and client-facing teams
Maintain expertise in LifeLabs Learning’s science-backed learning solutions and Tipping Point Skills taxonomy
Monitor rebooking, expansion, account health, delivery backlog, program pace, unit economics, NPS, TNPS, CSAT, and SLA/response-time metrics
Report to the Head of Operations

Requirements

What you’ll need

7+ years of experience in B2B professional services, learning and development, or a comparable services-based environment
Significant experience owning complex, strategic client relationships and translating client needs into successful programs
Expertise setting client service strategy, navigating complex post-sale engagements, managing account risk, and driving client outcomes, rebooking, and expansion
Hands-on solution design or solutions architecture experience, ideally for corporate learning programs or professional services engagements
Ability to translate ambiguous client needs into concrete, feasible, and deliverable solutions
At least 5 years directly managing a team, including performance ownership, coaching, and career development
Cross-functional fluency partnering with Sales, Product, Facilitation, and Client Services stakeholders
Demonstrated ability to lead through ambiguity and translate client needs and team performance into concrete outcomes
Deep business acumen related to organizational transformation, behavioral change, organizational dynamics, and industry-specific complexities
Experience in a B2B professional services or solutions engineering context strongly preferred
Experience in Learning and Development consulting strongly preferred
Experience owning client relationships or delivery teams in a services-based business strongly preferred
Must be legally authorized to work in the United States
Must answer required application questions regarding experience, salary range, timezone, and work authorization

Benefits

Comp & perks

Success Share program (short-term incentive)
Profits Interests Units grant commensurate with the role
Medical, dental, and vision insurance
Flexible vacation policy
11 federal holidays
2 LifeLabs holidays
Kind Fridays
CClean Break (Paid Time Off benefit during the last week of the year)
401K match
Learning Days
Health & Wellness benefit
Flexible remote work with candidate-location flexibility