ANM is seeking a Director of Client Success to join our exceptional team.
Who We Are:
ANM is a fast-growing IT consulting firm focused on building long-term, customer-focused relationships. We offer engineering excellence and quality customer service with a local focus. Our specialties include designing, developing, and deploying solutions for enterprise networking, data center & and cloud, collaboration, security, audiovisual, and Salesforce.
Our Benefits:
- Competitive Salary
- Full benefits package (Medical, Dental, Vision, Life Insurance, short-term and Long-Term Disability)
- Paid Time Off
- 401K Plan
- Flexible Spending Account
- Employee Recognition Rewards
- Career training geared towards professional growth
Who We Are Looking For:
We are looking for a strategic and client-focused leader to build and scale ANM’s Client Success (CX) practice, driving stakeholder satisfaction, client retention, and long-term growth. The ideal candidate will establish a proactive, client-centric engagement model across contracts, subscriptions, and enterprise agreements, ensuring a consistent, high-quality experience aligned with ANM’s “No Surprises” philosophy.This individual will be responsible for designing the CX practice model, developing and mentoring the team, and implementing structured client engagement frameworks that deliver measurable outcomes across ANM’s most strategic accounts. While the current focus includes Cisco lifecycle and renewal functions, we are looking for someone who brings a holistic, vendor-agnostic approach, managing the full portfolio of client engagements across multiple OEM partners.
What you will be doing as a Director Client Success
1. Build and Operationalize ANM’s Client Success Practice
- Define and operationalize ANM’s Client Success strategy, organizational structure, and client engagement model
- Assess current team capabilities, tools (Salesforce, ChurnZero, StrataVAR, etc.), and existing processes to establish a clear baseline
- Identify capability gaps and develop a roadmap to build a scalable, high-performing CX function
- Define the role, responsibilities, and success profile of the Client Success Manager (CSM)
- Establish and track key performance metrics, including retention, renewal rates, expansion, client health, and adoption
- Develop and standardize core processes, documentation, and QBR frameworks/templates
2. Develop the Client Engagement Model
- Define and formalize onboarding of existing clients into the Client Success program, including segmentation, prioritization, and engagement tiering
- Design and implement a standardized onboarding process for new Enterprise Agreements (EAs), ensuring early alignment on lifecycle visibility, success criteria, and engagement cadence
- Establish clear segmentation criteria (e.g., strategic, growth, run-rate) to enable differentiated engagement models
- Define and implement a structured engagement cadence (monthly, quarterly, annual touchpoints) based on client tier
- Build and standardize core engagement components, including:
- QBR framework, agenda, and templates
- Client health scoring model
- Lifecycle reporting and insight delivery
- Ensure alignment and clear handoffs with the account team (AM, SA, CSR) to deliver a seamless and consistent client experience
3. Lead Lifecycle & Renewals Strategy
- Build and execute a holistic, client-centric lifecycle and renewals strategy that extends beyond Cisco to include all OEM contracts, subscriptions, and enterprise agreements
- Ensure Client Success owns the strategy, visibility, and coordination of all renewals, while partnering closely with CSRs for quoting and execution
- Define and implement a scalable process to track, manage, and forecast non-Cisco renewals, leveraging existing tools and identifying gaps where needed
- Drive a 90-day proactive renewal motion across all applicable contracts and subscriptions to eliminate reactive renewals and client risk
- Leverage lifecycle data (contracts, subscriptions, assets) to:
- Identify risk
- Drive adoption
- Create expansion opportunities (e.g., identifying high-potential clients to transition subscriptions into Enterprise Agreements
- Own the strategy, tracking, and optimization of Cisco Adoption and Renewal rebate programs, ensuring eligibility requirements are met, performance thresholds are achieved, and rebates are maximized, forecasted, and realized
4. Align Cross-Functionally with Sales, CSRs, and Solution Architects
- Partner with Account Managers to support client strategy, retention, and growth
- Define clear operating model between CX, CSRs, and Sales, ensuring clarity in ownership, handoffs, and accountability
- CX (strategy, lifecycle ownership, client engagement)
- CSRs (quoting, execution, transaction support)
- Collaborate with Solutions Architects to ensure alignment on adoption and outcomes
- Act as a central point of coordination for lifecycle-related client activities
5. Deliver Measurable Business Outcomes
- Establish a Client Success model that delivers exceptional client experience and stakeholder delight, reinforcing ANM’s quality-first differentiation and creating Clients for life
- Define and implement a framework to measure client health, satisfaction, and overall experience, incorporating both quantitative metrics and qualitative feedback
- Improve renewal rates, retention, and recurring revenue through proactive lifecycle management
- Increase visibility and predictability of renewals, pipeline, and lifecycle opportunities
- Reduce client risk by identifying and addressing gaps in coverage, adoption, and lifecycle planning
- Drive expansion by leveraging lifecycle insights to identify growth opportunities within existing clients
- Develop reporting and dashboards to track performance, communicate impact, and continuously improve the CX program
6. Execute and Scale the Client Success Program
- Transition the Client Success practice from design to execution once the model, processes, and tools are formally defined and operational
- Launch the CX engagement model with ANM’s Top 20 strategic clients, ensuring active participation and alignment across account teams
- Establish baseline visibility for each client, including lifecycle data (contracts, subscriptions, assets), client health, and renewal posture
- Execute defined engagement cadence (QBRs, touchpoints, success plans) to deliver a consistent, high-quality client experience
- Gather feedback from clients and internal stakeholders to refine and optimize the CX model prior to broader scale
- Build a scalable approach to expand the CX program beyond the Top 20 clients over time
TRAVEL:
Travel is occasionally required for this position. Must have a valid driver’s license and motor vehicle insurance.
ANM is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.