Director of Client Success

Who We AreOntic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.co or follow us on LinkedIn. Who You AreOntic is seeking a growth-minded Director of Client Success to lead and scale our client success team across a global portfolio of Fortune 1000 clients. You're passionate about ensuring every client derives measurable ROI while building the commercial engine of retention and expansion, through strong relationships, operational excellence, and cross-functional collaboration. In this role, you will be directly responsible for maximizing renewal outcomes and proactively uncovering expansion opportunities that align with client needs and Ontic's platform capabilities. You'll manage a team of high-performing Client Success Managers (CSMs), create scalable processes, and engage with senior executives both internally and externally. You are a hands-on leader who thrives in a high-growth environment, excels at developing teams, and is excited to be an internal advocate for our clients. This is a critical leadership role in shaping long-term customer health, influencing the product roadmap, and accelerating revenue growth through client success. ResponsibilitiesOwn the renewal process end-to-end, ensuring renewal targets are met and exceeded across a portfolio of Enterprise accounts​​Drive expansion strategy by identifying upsell and cross-sell opportunities through regular client engagement, usage insights, and business alignmentLead, coach, and scale a team of Client Success Managers focused on adoption, outcomes, and commercial impactDevelop account health frameworks and success plans that tie Ontic’s value to measurable business results for each clientDevelop CSM capabilities through regular coaching, pipeline reviews, renewal strategy sessions, and performance feedbackForecast and report on key metrics, including NRR, GRR, renewal pipeline, and expansion revenue, ensuring visibility across leadershipCreate a team culture of accountability, empathy, and client advocacyAct as a strategic advisor to clients, engaging at the executive level to build trust and align on long-term goalsChampion the voice of the customer, surfacing insights to influence product, services, and GTM strategyPartner with Sales and RevOps to ensure alignment in account planning, renewal forecasting, and opportunity managementContinuously optimize Client Success programs, tooling, and processes to scale effectively as Ontic growsGuide the development of success plans that align client goals with product value realizationPreferred Qualifications10+ years in Client Success, Account Management, or Customer Experience in a B2B SaaS environment, with 5+ years in a leadership capacityA strong track record of owning renewal targets and driving account expansion across enterprise or strategic clientsExperience managing global client portfolios, ideally in corporate security, threat intelligence, or related fieldsStrong commercial acumen with the ability to align client challenges to revenue opportunitiesA history of building, scaling, and inspiring high-performing client-facing teamsExpertise in success tools and platforms like Salesforce, ChurnZero, Domo, Pendo, and JIRAExcellent communication, presentation, and negotiation skills — with comfort engaging C-suite stakeholdersA bias for action, deep collaboration, and a relentless focus on delivering client outcomesOntic Benefits & PerksCompetitive SalaryMedical, Vision & Dental Benefits401kStock OptionsHSA ContributionLearning StipendFlexible PTO PolicyQuarterly company ME (mental escape) daysGenerous Parental Leave policyHome Office StipendMobile Phone ReimbursementHome Internet Reimbursement for Remote EmployeesAnniversary & Milestone CelebrationsOntic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law. All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400 Apply to this Job