DIRECTOR OF CLIENT SUCCESS

Location: Remote (with travel throughout England)
Salary: Competitive + Excellent Benefits + Tax-free bonus
Contract Type: Full-time, Permanent
As our Director of Client Success, you’ll be at the forefront of driving strategic growth and retention across HIT Training’s most important employer partnerships. You’ll lead the rollout of our Strategic Account Management framework, embed robust governance, and build senior-level engagement that delivers measurable results. Working cross-functionally, you’ll unlock greater value for our clients and HIT, ensuring quality outcomes and long-term success. This role is dedicated to maximising success within existing key accounts, while providing expert support on major new opportunities when needed.

WHAT YOU’LL BRING

We’re looking for a dynamic leader with:

• Proven success managing strategic/enterprise accounts with multi-year growth.
• Strong commercial acumen and experience in contract negotiation.
• Experience shaping and executing strategic account plans with measurable outcomes
• Credibility in engaging senior stakeholders and influencing complex decisions.
• Experience coaching and developing high-performing account teams.
• Excellent communication, emotional intelligence, and cross-functional leadership.
• A data-driven mindset, with experience using data insights to inform strategy, track performance, and drive continuous improvement.
• Experience in apprenticeships and relevant sectors is essential.

• Coaching and leading Client Success Managers to ensure effective coverage and performance.
• Using data to drive insights, inform decisions, and shape internal strategies.
• Introducing tiered client segmentation with defined service levels by account tier.
• Creating and maintaining strategic account plans aligned to employer goals.
• Mapping stakeholders and building senior relationships to support retention and growth.
• Owning forecasting for key accounts and converting plans into pipeline and delivery actions.
• Establishing governance through strategic reviews, working groups, and clear action tracking.
• Working collaboratively with delivery and quality teams to influence outstanding learner outcomes and drive continuous improvement across client programmes.
• Partnering with Business Development on major pursuits and seamless handovers.