Director, Client Success

Plano, Texas

25-50%

• Develop and execute the Client Success strategy for an assigned client segment, ensuring alignment with Tyler's organizational priorities and desired client outcomes.
• Maintain a comprehensive view of the segment's overall health, strategic priorities, modernization readiness, retention risks, and growth opportunities.
• Contribute to the broader Client Success strategy by sharing segment insights, emerging trends, risks, and recommended actions.
• Translate Tyler's cloud and modernization strategy into actionable client engagement, readiness, adoption, and value realization plans.
• Establish clear goals and performance measures across client health, adoption, satisfaction, retention risk, engagement, referenceability, and value realization.
• Foster a culture of accountability, collaboration, adaptability, and continuous improvement.
• Represent the needs and perspectives of the assigned client segment in departmental and cross-functional planning.

• Lead, coach, and develop Client Success leaders and professionals, including performance management, career development, and succession planning.
• Establish clear expectations and consistent operating practices across the team.
• Promote collaboration and knowledge sharing to improve the quality and consistency of the client experience.
• Use strong emotional intelligence and sound judgment to navigate complex team, client, and organizational dynamics.
• Lead the team effectively through organizational, product, and industry change.

• Ensure the team develops meaningful success plans that connect Tyler solutions to each client's goals, priorities, and desired outcomes.
• Build trusted relationships with executive stakeholders across the assigned client segment.
• Establish proactive approaches for identifying at-risk clients and coordinating recovery plans before issues affect retention or the broader relationship.
• Provide executive leadership during significant client escalations, ensuring clear ownership, communication, and follow-through.
• Oversee client advocacy and engagement efforts, including user groups, advisory councils, references, testimonials, and other opportunities to elevate the client voice.
• Lead or support executive business reviews with key clients, focusing on strategic priorities, measurable outcomes, risks, and future plans.

• Help clients successfully navigate Tyler's transition to modern, cloud-based solutions by supporting readiness, change management, adoption, and ongoing value realization.
• Assess modernization readiness across the assigned client segment and ensure risks, concerns, and adoption barriers are surfaced early.
• Partner with Product Development, Professional Services, Support, Technical & Cloud Services, Sales, and other teams to provide clients with a coordinated experience throughout their modernization journey.
• Equip the Client Success team with the knowledge, messaging, and resources needed to communicate Tyler's strategy and guide productive client conversations.

• Use client data, health indicators, feedback, and operational insights to prioritize engagement across the assigned client segment.
• Develop segmented and scalable engagement approaches, including digital programs, trigger-based outreach, group education, webinars, and other one-to-many strategies.
• Ensure consistent and disciplined use of Client Success platforms to document client context, risks, commitments, and outcomes.
• Evaluate team capacity, account coverage, and resource allocation to ensure effort is aligned with client needs and strategic priorities.
• Refine processes, tools, and playbooks that improve efficiency, accountability, and the overall client experience.
• Provide input and recommendations regarding departmental budgets, staffing, and resource needs.

• Partner with Product Development to ensure client feedback, adoption barriers, and emerging needs inform product planning and prioritization.
• Collaborate with Sales and other business leaders to support retention and identify appropriate expansion or cross-sell opportunities within the assigned client segment.
• Work closely with Professional Services, Support, Technical & Cloud Services, and other operational teams to clarify ownership and address client needs effectively.
• Coordinate with Marketing to identify and showcase client success stories, references, case studies, and testimonials.
• Regularly communicate segment performance, trends, risks, and progress toward departmental goals to executive leadership.

• Bachelor's degree in a related field or equivalent professional experience; advanced degree preferred.
• Eight or more years of progressive experience in Client Success, account management, professional services, consulting, or another strategic client-facing function, including significant people-leadership experience.
• Experience leading leaders and client-facing teams in an enterprise software or SaaS environment.
• Demonstrated ability to manage the health, strategy, and performance of a complex client portfolio or market segment.
• Demonstrated ability to guide clients and teams through product, cloud, organizational, or operational change.
• Experience developing scalable Client Success practices across a diverse or complex client portfolio.
• Strong executive presence, communication skills, business judgment, and ability to build trusted relationships with senior client and internal stakeholders.
• Proven ability to use data, client insights, and performance measures to identify risk, prioritize resources, and drive action.
• Experience with Client Success platforms such as Gainsight, CRM systems, analytics, automation, or digital-engagement tools.
• Demonstrated strength in coaching, performance management, conflict resolution, and leadership development.
• Experience working in public-sector technology, Courts & Justice, enterprise SaaS, or another complex or regulated environment is preferred.
• Willingness to travel approximately 20%-30%, based on business and client needs.

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.