Director of Client Services

Job Description

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster.

We're a diverse team of experts who focus on Tipping Point Skills(TM) like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here!

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LifeLabs Learning is seeking a Director of Client Services to set our client service strategy, lead our Client Services functions, and ensure our most strategic client partnerships achieve their intended outcomes. You will report to the Head of Operations and will build the standards, people capabilities, and cross-functional operating practices that create a consistent post-sale experience, protect program economics, and support rebooking and expansion. The Director also partners with Sales on complex pre-sale solution design, ensuring proposed programs are credible, feasible, and positioned for successful delivery. The Director serves as a senior relationship and escalation partner on selected strategic accounts. You will sit at the intersection of Sales, Product, and Facilitation, bringing technical, commercial, and learning design judgment into the sales process before a deal closes, and people leadership to the teams that deliver on it after. This is a fully remote position with flexibility on candidate location.

The Details:

• Location: Remote (can be based anywhere in the U.S, preference for East Coast working hours.)
• Employment Type: Full-time
• Starting Salary: $135,000-$155,000
• Incentives: As part of your compensation package, you will be eligible to participate in our Success Share program (short-term incentive) and to be rewarded a Profits Interests Units grant commensurate with your role.

Key Responsibilities:

Functional Leadership

• Lead the Engagement Management, Launch Management and professional services Learning Experience Design teams to align service standards, account risk and client experience across all services functions.
• Coach team members to help them solve challenges, clarify their thinking, identify priorities, and develop their skills and confidence.
• Maintain portfolio assignment and balance deal allocation across the team using systems level thinking and discernment.
• Evolve Client Services as a discipline at LifeLabs Learning by improving systems, client outcomes, and capacity building on the team.
• Set and evolve the Client Services strategy, standards, playbooks, and guardrails that govern how Engagement Managers scope, guardrail, and escalate work.
• Lead risk reviews and service recovery for client engagements, establishing accountability for corrective actions and recurring failure prevention.
• Serve as the senior escalation point when account risk threatens a client relationship, or where leadership support is needed.
• Ensure client customization requests are scoped, resourced, and delivered without derailing standard delivery capacity.
• Directly partner with the Senior Leadership team, with specific strategic delivery collaboration across Sales, Facilitation, Launch Management, and Product.
• Directly carry a portfolio of major client engagements as surge or strategic support.
• Own segmented service strategy and the complete post-sale journey, including onboarding, sponsor follow-up, impact reviews, escalation, contract completion and transition to Sales for rebooking.

Pre-Sale Solutioning & Deal Support - Ensure what gets proposed to a client is both credible and deliverable.

• Partner with Sales Consultants on active deals to translate client needs into a proposed learning solution. Approve complex client solution scope within established product, customization, financial and delivery guardrails. Secure required cross-functional approval for exceptions before commitments are made.
• Define where a deal's proposed scope crosses from standard to advanced customization, in line with established guardrail principles.
• Lead solution design, feasibility and delivery commitments for complex RFPs in partnership with Sales; coordinate input from Product, Facilitation, Launch and Learning Experience Design.
• Provide input to Sales on deal sizing and scoping for pricing purposes, and support Sales in translating client needs into a compelling, feasible proposal.
• Maintain complete, accurate handoff documentation for every closed deal within scope.

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Cross-Functional Coordination & Product Alignment - Bring Product, Facilitation, and Launch into the client journey at the right moments.

• Stay closely aligned with Product on new and evolving learning experiences and roadmap direction, so solutioning decisions reflect what's coming, not just what exists today.
• Pull in Senior and Principal Facilitators as subject-matter experts on feasibility, content, and facilitation credibility; Principal Facilitators advise; final scoping decisions sit with you.
• For customized programs, hand off a documented solution brief to the assigned Learning Experience Designer and Engagement Manager at deal close, so post-sale delivery starts with a clear, agreed scope.
• Partner with RevOps and sales enablement on systems improvements to CPQ, proposal systems, CRM (HubSpot), and impact reporting.
• Surface client insights and trends (pricing, requests, common drop-off or loss points) to Product, Senior & Executive Leadership, and client-facing teams.

Learning Solutions Expertise - Provide deep expertise in LifeLabs Learning's science-backed learning solutions.

• Maintain a strong command of the hundreds of behaviors and methods taught across our workshops and programs, including the Tipping Point Skills™ taxonomy.
• Stay current on new and evolving product and services offerings, including workshops, on-demand learning, and other formats, to draw on the full portfolio when designing client solutions.

Success Metrics

• Support the achievement or exceeding of rebooking and expansion targets across the Client Services account portfolio.
• Maintain clear visibility into account health and risk across the full client services portfolio, with escalations raised before issues reach the client.
• Develop and own departmental delivery backlog and program pace metrics to support our revenue targets.
• Support sustainable cost of goods sold, cost of service, and cost to rebook unit economics across varying client segments
• Contribute solutions architecture to support annual bookings and revenue targets on proposals requiring solutioning involvement, across new and returning clients.
• Support the achievement of company wide NPS targets.
• Develop and own the achievement of transactional client feedback metrics across the entire client portfolio (i.e. TNPS, CSAT)
• Meet SLA/response-time targets for solutioning support, professional services, engagement management and launch management requests.

Experience Requirements:

• Strategic Client Services & Solutioning Experience: 7+ years of experience in B2B professional services, learning and development, or a comparable services-based environment, with significant experience owning complex, strategic client relationships and translating client needs into successful programs.
• Demonstrated expertise setting client service strategy, navigating complex post-sale engagements, managing account risk, and driving strong client outcomes, rebooking, and expansion.
• Experience must also include hands-on solution design or solutions architecture, ideally for corporate learning programs or professional services engagements, with the ability to translate ambiguous client needs into concrete, feasible, and deliverable solutions.
• People Leadership Experience: At least 5 years directly managing a team, owning performance, coaching, and career development for your direct reports.
• Cross-Functional Fluency: Comfort partnering credibly with commercial (Sales), delivery (Product/Facilitation), and client services stakeholders.
• Track Record of Success: Demonstrated ability to lead through ambiguity, translating both client needs and team performance into concrete outcomes.
• Deep business acumen with the ability to understand organizational transformation, driving behavioral change across multiple departments and understanding internal organizational dynamics and industry specific complexities.

Strongly Preferred Experience:

• Experience in a B2B professional services or solutions engineering context.
• Experience in Learning and Development consulting
• Experience owning client relationships or delivery teams in a services-based business.

Let’s do this! Come be part of a team where you will learn something new every day, challenge yourself and others, laugh a lot, and make a real impact by teaching people life’s most useful skills.