Director – Client Success (Retail Industry)

Director of Client Success

Location: Remote (U.S. or Europe)

Travel: 20 - 30% (U.S. client sites)

Reports to: Senior Director, CX Practice

About SkillNet

SkillNet Solutions is a global leader in digital transformation, specializing in customer experience (CX), unified commerce, and enterprise-scale eCommerce. We help mid-market and enterprise organizations modernize operations, strengthen agility, and unlock measurable growth across digital and physical retail channels. Our consulting-led approach delivers both strategic guidance and hands-on solution delivery across complex technology ecosystems.

The Opportunity

We are seeking a strategic, relationship-driven Director of Client Success to lead enterprise retail accounts and ensure clients realize maximum value from SkillNet’s solutions. This role focuses on expanding existing accounts (“farming”), driving measurable business outcomes, and steering multi-phase transformation initiatives across digital, in-store, and omnichannel operations. The ideal candidate brings deep retail expertise, strong commercial acumen, and the ability to build long-term executive relationships while orchestrating high-impact programs.

What you will do:

Client Success & Strategic Advisory:

• Serve as the trusted advisor to enterprise retail clients, ensuring alignment between their business objectives and SkillNet’s digital transformation solutions.
• Lead business transformation initiatives that improve operational efficiency, client engagement, and profitability.
• Develop and execute strategic account plans centered on client value, retention, and revenue expansion.

Account Growth & KPI Ownership:

• Own account-level KPIs including:
• Upsell and cross-sell targets
• On-time delivery for non-SDLC project engagements
• Account health and client satisfaction metrics

• Identify, qualify, and drive expansion opportunities across client experience, cloud modernization, eCommerce, POS, OMS, ERP, CRM, payments, inventory, and other retail domains.
• Partner closely with Solutioning/Pre-Sales teams to develop compelling pitches, proposals, and value narratives that support account growth.

Program & Delivery Leadership:

• Oversee end-to-end delivery for multi-phase enterprise programs, ensuring timelines, budgets, and KPIs are met.
• Use data-driven insights to monitor performance, forecast opportunities, and guide strategic decision-making.
• Coordinate cross-functional teams across product, engineering, delivery, and operations to ensure seamless execution.

Executive Relationship Management:

• Build and strengthen relationships across C-suite, business, and IT leadership levels.
• Provide strategic guidance on cloud adoption, hybrid architectures, global expansion, and retail modernization roadmaps.
• Represent SkillNet in executive steering committees and business review sessions.

Operational & Financial Oversight:

• Lead financial planning and forecasting across all assigned accounts.
• Ensure optimal resource allocation and utilization across engagements.
• Promote collaboration, transparency, and continuous improvement across internal teams.

What you bring

• 10+ years in Client Success, Strategic Account Management, or Business Transformation— preferably in retail or consumer goods.
• Proven track record of growing enterprise accounts (upsell/cross-sell) through consultative engagement.
• Strong understanding of retail technologies: eCommerce, POS, OMS, ERP, CRM, payments, inventory, and unified commerce systems.
• Demonstrated success leading large-scale transformation programs and IT strategy initiatives.
• Expertise in financial management including budgeting, forecasting, and P&L impact.
• Experience with cloud and hybrid-cloud environments.
• Comfortable in high-ambiguity environments.
• Bachelor’s degree in Business, Technology, or related field (MBA preferred).

Core Competencies:

• Client Success & Strategic Account Management
• Business Transformation Leadership
• Retail Technology & Unified Commerce Expertise
• Account Growth & Upsell Strategy
• Product Road-Mapping & IT Strategy
• Program & Project Delivery
• Cloud / Hybrid Cloud Adoption
• Data-Driven Decision Making
• Stakeholder & Executive Management
• Solutioning & Pitch Development
• Communication & Creative Problem Solving

Work and Benefits Snapshot

SkillNet is committed to equitable, market-competitive compensation. Total compensation for this role ranges from $155,000 - $200,000, based on experience and expertise. We offer a comprehensive benefits package including:

• Generous Medical, Dental, and Vision coverage
• Health spending accounts
• Long Term Disability
• 401(k) participation
• Flexible schedules
• PTO
• Learning & Development programs
• Company-provided equipment for full-time U.S.-based remote employees

Offers are contingent upon successful completion of reference checks.

Equal Opportunity Statement

SkillNet Solutions is an Equal Employment Opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, age, national origin, protected veteran status, disability, sexual orientation, gender identity or expression, marital status, genetic information, or any characteristic protected by law.

About us

At SkillNet, we’re passionate engineers, and creative thinkers dedicated to making modern commerce work for everyone. Since 1996, we’ve partnered with global names like Disney, lululemon athletica, and PayPal-helping them dream bigger and deliver smarter, seamless experiences for their customers.

What drives us?

Transforming commerce is about more than technology- it's about people. We’re the team that global brands turn to when they want to reimagine how enterprise and retail work in a fast-moving digital atmosphere. By blending AI, cloud, and cutting-edge SaaS, we help businesses anticipate the next shift and create a unified journey across B2B, B2C and B2B2C.

With over 63 countries in our portfolio and a diverse, collaborative culture spanning three continents, SkillNet is always pushing boundaries (and having fun doing it!). We believe great

ideas come from everywhere, so we’re all about sharing knowledge, challenging the status quo,

and celebrating our wins together.

Ready to join a team that loves what they do and is shaping the future of commence? Let’s

engineer what comes next together!

Our team is entirely remote and we're hiring! Take a look at our openings! https://www.skillnetinc.com/careers/.