Director of Client Services

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams . We teach skills to build passionate and high-performing teams faster . We’re a diverse team of experts who focus on Tipping Point Skills™ like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here! ---—————————————————————————————— LifeLabs Learning is seeking a Director of Client Services to set our client service strategy, lead our Client Services functions, and ensure our most strategic client partnerships achieve their intended outcomes. You will report to the Head of Operations and will build the standards, people capabilities, and cross-functional operating practices that create a consistent post-sale experience, protect program economics, and support rebooking and expansion. The Director also partners with Sales on complex pre-sale solution design, ensuring proposed programs are credible, feasible, and positioned for successful delivery. The Director serves as a senior relationship and escalation partner on selected strategic accounts. You will sit at the intersection of Sales, Product, and Facilitation, bringing technical, commercial, and learning design judgment into the sales process before a deal closes, and people leadership to the teams that deliver on it after. This is a fully remote position with flexibility on candidate location. The Details: Location: Remote (can be based anywhere in the U.S, preference for East Coast working hours.) Employment Type: Full-time Starting Salary: $135,000-$155,000 Incentives: As part of your compensation package, you will be eligible to participate in our Success Share program (short-term incentive) and to be rewarded a Profits Interests Units grant commensurate with your role. Benefits: medical, dental, and vision insurance; flexible vacation policy, 11 federal holidays, 2 LifeLabs holidays, Kind Fridays, CClean Break (Paid Time Off benefit during the last week of the year), 401K match, Learning Days, Health & Wellness benefit, and more! Key Responsibilities: Functional Leadership Lead the Engagement Management, Launch Management and professional services Learning Experience Design teams to align service standards, account risk and client experience across all services functions. Coach team members to help them solve challenges, clarify their thinking, identify priorities, and develop their skills and confidence. Maintain portfolio assignment and balance deal allocation across the team using systems level thinking and discernment. Evolve Client Services as a discipline at LifeLabs Learning by improving systems, client outcomes, and capacity building on the team. Set and evolve the Client Services strategy, standards, playbooks, and guardrails that govern how Engagement Managers scope, guardrail, and escalate work. Lead risk reviews and service recovery for client engagements, establishing accountability for corrective actions and recurring failure prevention. Serve as the senior escalation point when account risk threatens a client relationship, or where leadership support is needed. Ensure client customization requests are scoped, resourced, and delivered without derailing standard delivery capacity. Directly partner with the Senior Leadership team, with specific strategic delivery collaboration across Sales, Facilitation, Launch Management, and Product. Directly carry a portfolio of major client engagements as surge or strategic support. Own segmented service strategy and the complete post-sale journey, including onboarding, sponsor follow-up, impact reviews, escalation, contract completion and transition to Sales for rebooking. Pre-Sale Solutioning & Deal Support