Director, Client Success Management

Director, Client Success Management

Thoriva · Hybrid - McLean, VA · Full-Time

Thoriva, an Infinite Company, is seeking an experienced Director of Client Success Management with a strong technical program management background to support our work in the student loan servicing industry. This role is ideal for a leader who can bridge client relationship management, technology delivery, operational execution, and regulatory-driven change, ensuring client priorities are understood, technical impacts are communicated clearly, and cross-functional teams remain aligned on delivery commitments, risks, and outcomes.

This individual should be comfortable working through ambiguity, asking the right questions, identifying dependencies, communicating risks, and helping teams move complex client and system-related topics toward resolution. Success in this role requires a balance of client advocacy, technical understanding, program discipline, and executive-level communication.

ABOUT THE COMPANY

Thoriva is an AI technology company delivering intelligent, data-driven solutions to transform government operations. We combine AI solutions, commercial expertise, and complex business logic to address government and federal agencies’ biggest challenges.

JOB SUMMARY

As Director of Client Success Management, you will serve as a senior client-facing leader and escalation point, translating complex technology, operational, and compliance topics into clear communications, coordinating cross-functional teams to resolve high-impact issues, and representing delivery status and client priorities in executive-level forums.

Key Responsibilities

• Serve as a senior client-facing leader who translates complex technology, operational, and compliance topics into clear business and client-facing communications.

• Partner with project management, product, business analysis, development, operations, and client success teams to drive alignment on client priorities, risks, timelines, and delivery expectations.

• Act as a senior escalation point for high-impact client issues, coordinating technical analysis, root cause discussions, mitigation plans, and executive-level updates.

• Lead or support cross-functional resolution of complex issues involving system functionality, client impacts, release timing, regulatory requirements, or operational dependencies.

• Participate in weekly executive status meetings, quarterly in-person client meetings, and meetings with Federal Student Aid as needed to represent delivery status, risks, and issue resolution progress.

• Support continuous improvement in client communication, change management, release readiness, estimation practices, and cross-functional delivery processes.

Required Qualifications

• Proven experience in technical program management, client success, technology delivery, project leadership, account management, or a related client-facing delivery role.

• Experience serving in an executive-level client relationship management or equivalent role, and excellent customer service skills.

• Demonstrated ability to lead cross-functional initiatives involving technology, operations, business stakeholders, and external clients.

• Strong understanding of software delivery concepts including production support, release management, issue escalation, impact assessment, and change control.

• Ability to assess technical and operational impacts and translate them into concise, accurate, and client-appropriate communications.

• Experience managing competing priorities, tracking action items, escalating risks, and driving timely follow-through across multiple teams.

• Strong executive communication skills including the ability to facilitate discussions with clients, senior leaders, technical teams, and business partners.

• Excellent written communication skills with the ability to review sensitive materials such as release notes, impact assessments, status updates, and executive summaries.

• Sound judgment, ownership mindset, and ability to operate effectively in a fast-paced, highly regulated, client-facing environment.

Preferred Qualifications

• Experience in the student loan servicing industry, financial services, government contracting, or another highly regulated environment.

• Knowledge of Federal Student Aid (or similar) programs, servicing operations, change request processes, or regulatory-driven system enhancements.

• Experience working with Agile, hybrid, or Waterfall delivery models including estimation, requirements analysis, scope review, release planning, and implementation readiness.

• Experience supporting production issue management, root cause analysis, defect prioritization, client-impact assessment, or executive-level issue reporting.

• Experience facilitating discussions across technical and non-technical audiences to reach alignment on scope, priority, risk, and next steps.

Compensation & Benefits

• Competitive base salary commensurate with experience and scope of the role

• Comprehensive benefits package including health, dental, vision, 401(k), and paid time off (PTO)

• Hybrid work environment with Flexibility for remote work and in-person collaboration days in McLean, VA

• Significant influence over how Thoriva structures and scales its loan platforms, with direct access to the CEO and leadership team