Associate Director of Client Success
Top Benefits
About the role
CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal.
Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients , 500 vendors , and serve 14 million members across 185 countries .
Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 20 million trees and are on track to plant millions more each year. Learn more at carltonone.com .
About the Opportunity:
We’re seeking an Associate Director of Client Success to help shape the client journey and drive measurable outcomes. In this role, you’ll oversee a regional or strategic segment of our Client Success team, ensuring our customers realize the full value of our solutions while supporting growth and retention initiatives.
Key Responsibilities:
Team Leadership & Development
- Mentor and guide a team of Client Success Managers and Specialists, fostering a culture of collaboration, accountability, and excellence.
- Support hiring, onboarding, and professional development initiatives within the Client Success function.
Client Growth & Engagement
- Drive adoption, retention, and expansion strategies for a defined portfolio of clients.
- Partner with senior client stakeholders to understand business objectives and deliver tailored solutions that maximize ROI.
Strategic Collaboration
- Act as a liaison between clients and internal teams (Product, Sales, Marketing) to ensure client feedback informs roadmap decisions.
- Contribute to the development of scalable processes, playbooks, and best practices for Client Success.
- Data-Driven Insights
- Monitor KPIs and success metrics to identify trends, risks, and opportunities for growth.
- Provide actionable insights to clients and internal stakeholders to influence business outcomes.
Continuous Improvement
- Champion innovation within Client Success by recommending tools, processes, and strategies that enhance client experience and team efficiency.
Qualifications:
- 6+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a leadership role.
- Proven ability to drive client outcomes, retention, and growth in a SaaS or technology environment.
- Strong communication and relationship-building skills, with experience engaging senior stakeholders.
- Analytical mindset with proficiency in leveraging data to inform decisions.
- Ability to thrive in a fast-paced, global, and purpose-driven organization.
Additional Perks:
Here are some additional perks that we provide:
- Competitive salary and benefits package.
- Health, dental, and vision coverage.
- 3 weeks’ vacation plus personal days.
- Access to our employee benefits portal for exclusive discounts.
- Monthly company-wide events, celebrations, and team activities.
- Bravo reward points program for recognition and appreciation.
- Convenient office location close to public transit.
How to Apply
If this great opportunity looks rewarding to you, let’s connect. Our online application will give you the option to apply to this role directly.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.
We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.
About CarltonOne
CarltonOne offers the world’s most powerful eCommerce and Engagement platform for creating B2B employee recognition, customer loyalty, rewards, and sales/channel incentive programs. Recognized as one of the top 50 most inspiring workplaces in North America, CarltonOne helps our partners and clients operate programs with over 10 million rewards in over 185 countries. Every transaction on our platform fuels our Evergrow sustainability mission to fight climate change with a unique eco-action business model that is funding the planting of millions of trees every year.
Associate Director of Client Success
Top Benefits
About the role
CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal.
Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients , 500 vendors , and serve 14 million members across 185 countries .
Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 20 million trees and are on track to plant millions more each year. Learn more at carltonone.com .
About the Opportunity:
We’re seeking an Associate Director of Client Success to help shape the client journey and drive measurable outcomes. In this role, you’ll oversee a regional or strategic segment of our Client Success team, ensuring our customers realize the full value of our solutions while supporting growth and retention initiatives.
Key Responsibilities:
Team Leadership & Development
- Mentor and guide a team of Client Success Managers and Specialists, fostering a culture of collaboration, accountability, and excellence.
- Support hiring, onboarding, and professional development initiatives within the Client Success function.
Client Growth & Engagement
- Drive adoption, retention, and expansion strategies for a defined portfolio of clients.
- Partner with senior client stakeholders to understand business objectives and deliver tailored solutions that maximize ROI.
Strategic Collaboration
- Act as a liaison between clients and internal teams (Product, Sales, Marketing) to ensure client feedback informs roadmap decisions.
- Contribute to the development of scalable processes, playbooks, and best practices for Client Success.
- Data-Driven Insights
- Monitor KPIs and success metrics to identify trends, risks, and opportunities for growth.
- Provide actionable insights to clients and internal stakeholders to influence business outcomes.
Continuous Improvement
- Champion innovation within Client Success by recommending tools, processes, and strategies that enhance client experience and team efficiency.
Qualifications:
- 6+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a leadership role.
- Proven ability to drive client outcomes, retention, and growth in a SaaS or technology environment.
- Strong communication and relationship-building skills, with experience engaging senior stakeholders.
- Analytical mindset with proficiency in leveraging data to inform decisions.
- Ability to thrive in a fast-paced, global, and purpose-driven organization.
Additional Perks:
Here are some additional perks that we provide:
- Competitive salary and benefits package.
- Health, dental, and vision coverage.
- 3 weeks’ vacation plus personal days.
- Access to our employee benefits portal for exclusive discounts.
- Monthly company-wide events, celebrations, and team activities.
- Bravo reward points program for recognition and appreciation.
- Convenient office location close to public transit.
How to Apply
If this great opportunity looks rewarding to you, let’s connect. Our online application will give you the option to apply to this role directly.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.
We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.
About CarltonOne
CarltonOne offers the world’s most powerful eCommerce and Engagement platform for creating B2B employee recognition, customer loyalty, rewards, and sales/channel incentive programs. Recognized as one of the top 50 most inspiring workplaces in North America, CarltonOne helps our partners and clients operate programs with over 10 million rewards in over 185 countries. Every transaction on our platform fuels our Evergrow sustainability mission to fight climate change with a unique eco-action business model that is funding the planting of millions of trees every year.