Director of Client Success (Orthodontic & Dental Marketing Agency) - HIP

The Director of Partner Success is a dynamic, strategic leader focused on maximizing partner satisfaction, retention, and growth within our agency. This role blends strategic insight, relationship management, and team leadership to ensure our Partner Success and Practice Growth Advisor teams consistently deliver exceptional value to our clients. Collaborating closely with the Directors of Operations and Director of Product, the Director of Partner Success will drive team performance and optimize outcomes to fuel partner success and loyalty.

RESPONSIBILITIES:

Partner Relationship Management

• Create and implement strategies to drive partner satisfaction and long-term retention.
• Serve as the key advocate for partners, promptly addressing needs, resolving issues, and delivering effective solutions.
• Conduct regular partner reviews and check-ins, gathering insights to continually elevate the partnership experience.

Team Leadership & Development

• Lead and mentor the Partner Success and Practice Growth Advisor teams, fostering a collaborative and high-performance culture.
• Develop training programs and continuous improvement initiatives, enhancing the team's ability to provide strategic, consultative support to partners.
• Support team members with conflict resolution, skills development, and guidance to meet evolving partner needs.

Strategic Planning & Alignment

• Align team activities with business objectives, working closely with the founders, Director of Operations, and Director of Product on strategic initiatives.
• Analyze partner feedback and trends to refine strategies and optimize the impact of Partner Success and Practice Growth Advisor teams.
• Collaborate with cross-functional teams to ensure offerings meet partner goals, providing insights to shape product and marketing efforts.

Performance Analysis & Continuous Improvement

• Track key metrics like engagement, utilization, and revenue to drive data-informed decisions.
• Lead initiatives to standardize and enhance best practices for onboarding, training, and partner engagement.
• Evaluate feedback and industry trends to uncover growth opportunities, improve service quality, and elevate partner experiences.

RESULTS EXPECTED:

Strong Partner Retention

• Consistently achieve high partner retention through proactive engagement, swift issue resolution, and alignment with partner goals.

Elevated Partner Satisfaction

• Drive strong satisfaction scores (measured by NPS, ROI, or other metrics) by fostering positive relationships and implementing effective partner success strategies.

Revenue Growth per Partner

• Increase revenue with each partner by promoting upsell and cross-sell opportunities and encouraging full engagement with our service offerings.

Enhanced Team Excellence

• Build a skilled Partner Success and Practice Growth Advisor team that acts as trusted advisors, driving high performance individually and as a team.

Growth in Collaborative Marketing

• Partner with internal marketing and product teams to create impactful marketing and product strategies, generating meaningful success and visibility for our partners.
  

REQUIREMENTS:

Partner Relationship Expertise

• Skilled in managing and growing partner relationships, addressing issues, and consistently enhancing satisfaction.

Leadership & Team Development

• Demonstrated experience in leading, mentoring, and inspiring teams with strong people management and a collaborative approach.

Strategic Vision

• Proven ability to align partner success initiatives with broader business objectives, create long-term growth plans, and anticipate partner needs.

Analytical & Decision-Making Skills

• Adept in analyzing performance metrics and using data to make decisions that drive partner success.

Conflict Resolution

• Effective in managing and resolving partner and team conflicts with a solutions-focused approach.

QUALIFICATIONS:

• 5+ years in customer or client success roles (ideally in marketing or consulting), including at least 3 years in a leadership role.
• Experienced in managing cross-functional teams and working with executives on strategic projects.
• Proficient with CRM and project management software.
  
• Adaptable to changing partner needs and evolving business priorities.
• Highly organized with strong project management skills and a keen eye for detail.
• Skilled at managing multiple priorities and making swift, effective decisions.

ABOUT HIP:

At HIP, we don't have clients—we have partners. Everything we do is rooted in a collaborative mindset, where we grow together and succeed together. Our core values aren't just words on a slide; they're how we show up every day to make a difference for our partners, their teams, and their communities.

Bring Your Genius

What are you passionate about? What gets you in a flow state where work doesn't feel like work? Everyone here has something they're great at—a zone where they can bring energy, passion, and focus. That's your genius. It's not about just showing up; it's about showing up with purpose and using your unique talents to push us all forward.

Elevate Others

Success isn't about climbing the ladder alone. It's about lifting others up along the way. Whether it's mentoring a teammate, helping a partner's team crush their goals, or just stepping in to support someone, we're here to make sure everyone around us wins. Elevating others isn't just a nice idea—it's how we get better together.

Drive Value

It's not about just checking the boxes. It's about asking, is this actually working? Does this help our partners succeed? If something's not driving value, we rethink it. We're here to add real, measurable results—not fluff. And sometimes, that means going beyond the usual playbook to figure out what's best for this partner, right now.

Own It

This is simple: take responsibility. If you're in a role, own it. If something needs fixing, fix it. No passing the buck. We trust every person here to show up, take charge, and deliver. It's not about perfection; it's about stepping up and doing the work—together.

These aren't just ideas—they're what make us HIP. Let's live them out every single day.

Brand Promises

At HIP, these promises guide how we serve our partners every day. They reflect what we stand for and how we ensure meaningful impact.

We Are More Than Marketing

It's not just about running ads or generating leads. That's just the starting point. HIP goes deeper to help partners grow their practices, strengthen their teams, and build scalable systems. Marketing is only one piece of the puzzle. The bigger picture is about transforming practices for long-term success.

We Provide a Holistic Approach

Everything in a practice is interconnected—operations, team structure, marketing, and patient experience. HIP takes a step back to look at the full picture. It's not about quick fixes but about ensuring that every piece works together to create sustainable growth.

We Provide a White Glove Experience

HIP aims to deliver an elite level of service in every interaction. Whether it's a call, a meeting, or a solution, partners should feel valued and supported at every step. It's about creating an experience where partners know their success is always the priority.

We Go Beyond the Business

HIP is focused on building real relationships with partners. It's not just about numbers or transactions—it's about understanding their goals, challenges, and vision. When there's trust and connection, the partnership goes beyond just business. It creates a foundation for mutual success.

BENEFITS:

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance 
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days and sick/ personal days)
• Remote position (You MUST be located in the US.)

SCHEDULE: 

• 8-hour shift (You will be expected to track time.)
• 8 am- 5 pm CST 
• Monday to Friday