Client Success Lead

Description

Reports to: Associate Director of Client Success
FLSA Status: Exempt 
Location: On-site 

Overview

The Client Success Lead is a strategic relationship leader responsible for deepening long-term partnerships with high-value clients, aligning organizational expertise with client goals, and guiding cross-functional teams toward meaningful outcomes. This role requires strong business acumen, an ability to lead with emotional intelligence, and a proactive approach to client growth and satisfaction. The Client Success Lead is instrumental in ensuring that client relationships are not only maintained—but expanded—through strategic insight, performance accountability, and trusted leadership.

Job Responsibilities

• Champion and model the Dunham Way, setting the tone for client-first service and high internal standards of excellence.
• Serve as the strategic advisor and primary point of contact for high-impact client relationships, ensuring long-term success through trust, insight, and measurable results.
• Guide clients through strategic planning processes, aligning internal capabilities with client objectives to achieve outcomes that drive mission and revenue growth.
• Build and maintain deep, emotionally intelligent relationships with client stakeholders, understanding their organizational challenges, vision, and success metrics.
• Lead cross-functional internal teams by fostering collaboration, accountability, and unity in execution across all channels and departments.
• Facilitate strategic planning sessions, campaign kick-offs, and quarterly reviews that focus on big-picture alignment, performance trends, and growth opportunities.
• Own master budgets and scopes for assigned clients, ensuring profitability, resource alignment, and proactive management of changes or risks.
• Partner with department leaders to ensure delivery excellence, prioritization of resources, and alignment on project execution.
• Review and approve final deliverables to ensure they reflect client expectations, strategic alignment, and quality standards.
• Monitor and interpret campaign performance metrics and business KPIs; distill insights into actionable recommendations for both internal teams and client decision-makers.
• Identify and capitalize on organic growth opportunities within existing accounts, including service expansion, new initiatives, or increased engagement.
• Coach and mentor team members (including Partners and Managers)

Requirement

Job Qualifications & Requirements

• Passion for Kingdom Impact ministry and active engagement and service in a non-profit. Uphold and honor our mission and Dunham Way character attributes.   
• Proven ability to lead complex client relationships with confidence, insight, and measurable results.
• Strong business acumen with the ability to link marketing strategy to organizational growth, financial stewardship, and mission fulfillment.
• Exceptional interpersonal and communication skills—both in developing trusted relationships and leading strategic conversations.
• Adept at managing multiple stakeholders, cross-functional teams, and evolving client needs in a fast-paced environment.
• Highly organized and accountable with strong critical thinking and problem-solving skills.
• Deep understanding of direct response, fundraising, and nonprofit marketing principles.
• Positive, proactive, and people-focused leader who inspires trust and collaboration.
• Passionate about serving Christian organizations and helping them achieve their mission.
• This role necessitates some travel.

Experience

• College degree required, degree in Marketing, Communications, Business, or related field preferred.
• 7+ years of client service, account leadership, or strategic consulting experience (agency or nonprofit environment strongly preferred).
• Prior experience managing a portfolio of high-value or complex clients across multiple channels and campaigns.
• Experience with budget oversight, client strategy, and internal team leadership required.
• Deep understanding of direct response, fundraising, and nonprofit marketing principles.
• Positive, proactive, and people-focused leader who inspires trust and collaboration.

We Offer

• Employment with a purpose
• Competitive salary
• Medical, Dental, Vision, and Group Life and AD&D Benefits
• Paid time off and generous paid holiday schedule
• Retirement plan