The Client Director (Strategic Accounts) is the owner of Complexio's most important enterprise relationships post signature. The primary mandate is customer success — accountable for value realisation, adoption, retention, and long‑term partnership growth, with every renewal earned by outcomes already delivered. The role also serves as the technical translator and feedback loop between the customer and Complexio's Product and Engineering teams, and can run a full commercial cycle independently when required. The Client Director shadows both Co‑CEOs in strategic customer meetings and represents Complexio at C‑suite level with full authority and credibility.
Responsibilities
Senior owner of a portfolio of strategic enterprise accounts – multi‑threaded relationships from day‑to‑day users through to C‑suite, accountable for retention, health, and long‑term partnership growth.
Drive value realisation with the customer – co‑define success metrics, drive adoption of the full Complexio platform against clear use cases, and maintain a customer‑signed value narrative refreshed every QBR.
Own account health and on‑time renewals – track leading indicators, run structured recovery plans on at‑risk accounts, and treat every renewal as earned by outcomes delivered.
Own account revenue across renewal, upsell, and cross‑sell – accountable for retained ARR and Net Revenue Retention; capable of running renewal and expansion cycles end to end, including procurement, legal, and contracting.
Act as the technical translator between customer and Complexio Product/Engineering – hold credible architecture, integration, and security conversations with customer CTOs and IT teams without escalating every question, and convert operational requirements into structured Product input.
Voice of the customer inside Complexio – feed prioritised, actionable feedback into Product Management on what works, what’s friction, and what’s missing.
Lead executive engagement at C‑suite level – represent Complexio independently, shadow Co‑CEOs in strategic meetings, and orchestrate internal teams around shared account priorities.
Qualifications
7+ years in a senior post‑sale role (Customer Success, Account Management, Client Partner, or equivalent) managing strategic enterprise accounts in B2B SaaS or enterprise software, with a track record of driving Net Revenue Retention through documented value delivery.
Executive presence and commercial capability – credible at C‑suite level, able to run renewal and expansion cycles independently including procurement and contracting.
Technically fluent without being an engineer – able to translate between customer and Complexio Product/Engineering, hold credible architecture and security conversations, and convert operational requirements into structured Product input.
Highly organised and proactive – disciplined enough to manage multiple high‑complexity accounts simultaneously, calm under pressure, and energised by scale‑up environments.
Desirable: sector background in maritime, shipping, energy, or industrial; experience with AI, data platforms, or knowledge graphs; enterprise accounts in the $500k–$5M+ ACV range; ability to step into a hunter role when situations have called for it.
Benefits
Senior individual contributor role with strategic influence over Complexio's most important customer relationships; competitive base + performance component tied to retention, value realisation, and expansion outcomes; direct access to the Co‑CEO and senior leadership team, and the opportunity to shape Complexio's customer success frameworks as the company scales.
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