Director, Client Success Full Time NEW

AltaML is seeking a Director, Client Success to own delivery outcomes, client relationships, and portfolio health across our most complex engagements. This is a senior leadership role that sits at the intersection of delivery, strategy, and customer success, accountable for ensuring that clients realise measurable value from everything AltaML builds and deploys.

The Director, Client Success retains the same strategic mandate, now aligned to industry-standard terminology that reflects what the role truly does: build enduring partnerships, drive adoption, and translate delivery insight into lasting client impact.

Reporting into the GM, Enterprise AI, the Director, Client Success is accountable for what happens once engagements begin: delivery quality, stakeholder satisfaction, and renewal.

Client Success & Relationship Management

• Serve as the senior client relationship owner for all active engagements within your portfolio, the primary escalation point and the face of AltaML’s delivery function.
• Ensure clients are actively using and deriving measurable value from what has been delivered, identifying friction early and driving adoption strategies with the delivery team.
• Identify renewal and expansion opportunities within existing accounts, collaborating with the Vertical Lead to maintain a healthy pipeline of follow-on work.
• Minimise churn by maintaining strong executive-level relationships and acting quickly when client health signals decline.
• Navigate politically sensitive stakeholder environments with discretion, ensuring AltaML is consistently positioned as a trusted partner — not just a vendor.

Delivery Oversight

• Own outcomes across delivery ensuring every active engagement meets its commitments.
• Oversee AI Architects (AIAs) embedded in client engagements (where applicable), with accountability for team performance, delivery quality, and risk escalation.
• Apply sound judgment to PDM deployment decisions: assess stakeholder complexity, reporting burden, and coordination overhead before assigning dedicated project management resources — PDMs are earned by complexity, not default.
• Manage developer allocation in partnership with Tech Leads, flagging capacity conflicts and context-switching risks before they become delivery problems.
• Lead scope management discipline — enforce change order processes, protect teams from overextension, and ensure clients understand what is and is not included in base delivery.
• Conduct or oversee milestone and budget reviews as part of standing weekly portfolio governance.

Portfolio Strategy & Business Development

• Partner with the Vertical Lead on account strategy — surfacing delivery insights, flagging upsell and expansion signals, and advising on how sales conversations should be structured to set realistic delivery expectations.
• Identify repeatable product opportunities emerging from delivery work and bring them directly to the Director of Product to ensure promising ideas are prioritised and not lost.
• Contribute to proposals and statements of work by providing delivery scoping expertise and realistic effort estimates grounded in operational experience.
• Maintain situational awareness across the vertical’s pipeline and represent delivery capacity and risk in strategic planning conversations with senior leadership.

People Leadership & Team Development

• Manage and coach PDMs and, where applicable, AIAs embedded in your portfolio providing feedback, removing blockers, and developing the next generation of delivery leaders at AltaML.
• Model the culture and operating standards AltaML expects: accountability without defensiveness, proactive escalation, and delivery that operates like a business regardless of sector.
• Support onboarding of new delivery hires into your portfolio, ensuring continuity and context transfer when team compositions shift.
• Participate in internal org design and delivery methodology work, contributing a practitioner’s perspective to how AltaML scales its operating model.

What You Bring:

• 7+ years of experience in client success, delivery management, consulting, or a senior client-facing delivery role with demonstrated accountability for outcomes, not just activities.
• Proven ability to manage executive-level relationships in complex, politically sensitive environments including government, regulated industries, or large enterprise.
• Experience leading multi-disciplinary delivery teams, including coaching and performance management of project managers, product managers, or consultants.
• Strong working knowledge of agile delivery methodologies, project governance, and scope management including how to enforce change orders and protect team capacity without burning client relationships.
• Comfort operating in AI, data, or technology-adjacent domains you don’t need to be a technical practitioner, but you must be able to engage credibly with engineers and architects on delivery risk and trade-offs.
• Exceptional written and verbal communication skills; able to distil complex delivery context into clear executive summaries and present risks without creating alarm.
• Experience using generative AI tools in their day to day work.

Nice to Have:

• Familiarity with AI or machine learning solution delivery including how to manage client expectations during model development, validation, and change management phases.
• Background in Project Management and/or Product Management.
• Background in a client-facing role at a technology consultancy, professional services firm, or SaaS company managing enterprise accounts.
• Experience identifying and developing product opportunities from delivery work, including conducting market research, competitive landscape analysis, and presenting business cases to senior leadership.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.