Director, Client Growth and Retention

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the role

As InfoTrack’s Director, Client Growth and Retention, you bridge the gap between Customer Success and Business Development, leading the Account Management Team to align client and business goals through a data-driven, customer-focused approach. Your strategic leadership drives revenue growth and client retention, making this role critical to InfoTrack US’ expansion.

With a hands-on approach, you cultivate relationships with key accounts while optimizing systems and processes to enhance team effectiveness. You provide training on client engagement and upsell strategies, coaching your team to transform customer relationships into long-term business partnerships.

As a member of InfoTrack US’ Executive Team, you contribute to strategic planning and represent the voice of the client. You work closely with the Sales Manager to ensure seamless client experiences, fostering retention and maximizing upsell opportunities.

Responsibilities

• Lead and Develop the Account Management Team – Build and develop the department for scalability and sustained growth, with all people, processes and strategies optimized in a customer-first manner.
• Drive Revenue Growth – Identify gaps in existing clients’ product usage and implement strategic initiatives for the Account Management Team to consistently increase revenue and maximize account value.
• Enhance Customer Success and Retention – Increase product adoption, customer loyalty & retention, and customer satisfaction while actively contributing to churn reduction tactics.
• Maintain customer satisfaction - Support customers throughout their relationship with InfoTrack, seeking out and taking action on client feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.
• Establish the Customer Journey – Create a data-led model of the customer journey making sure all internal stakeholders are aligned on it, ensuring customer data is correct and that everyone uses the same data sets.
• Clear communication - Clearly convey information and ideas to individuals and groups, both internal and external.
• Relationship Management – Help others on the team maintain and improve healthy customer relationships.
• Growth & Development – Take an active hand in the personal growth and development of each individual on the Account Management Team, leading them to be the best professional versions of themselves.

Requirements

• 5+ years in Account Management or Customer Success Leadership, ideally selling software to professional services buyers.
• 5+ years’ experience in Sales or Account Management, ideally selling software to professional services clients.
• A consistent record of over-achievement versus targets and a proven track record in revenue goal achievement.
• Strong understanding of the consultative sales approach and an appreciation of the value of building trust-based relationships with Saas customers.
• Skilled communicator and presenter with the ability to hold C-level customer conversations that drive business for both parties.
• Strong analytical and goal-oriented mindset with a bias towards action.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$118,000 - $148,000 base pay

Benefits

What Sets InfoTrack apart

At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees:

• 401(k) Match
• Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.