Altaml
Director, Client Success
Edmonton · Director
Sponsorship not specifiedDetected 47 days ago
Machine LearningLLMsProject ManagementAgileBusiness DevelopmentPerformance ManagementCustomer SuccessResearchLeadershipCommunicationMentoringPublic Speaking
About the role
- Reporting into the GM, Enterprise AI, the Director, Client Success is accountable for what happens once engagements begin: delivery quality, stakeholder satisfaction, and renewal.
Responsibilities
- 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.
- 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.
- Maintain situational awareness across the vertical's pipeline and represent delivery capacity and risk in strategic planning conversations with senior leadership.
- 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.
- 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.
- Identify renewal and expansion opportunities within existing accounts, collaborating with the Vertical Lead to maintain a healthy pipeline of follow-on work.
- Navigate politically sensitive stakeholder environments with discretion, ensuring AltaML is consistently positioned as a trusted partner - not just a vendor.
- Own outcomes across delivery ensuring every active engagement meets its commitments.
Requirements
- 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.
- 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.
- Experience using generative AI tools in their day to day work.
- Proven ability to manage executive-level relationships in complex, politically sensitive environments including government, regulated industries, or large enterprise.
- Exceptional written and verbal communication skills
- able to distil complex delivery context into clear executive summaries and present risks without creating alarm.
Nice to have
- 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.
Benefits
- AltaML is seeking a Director, Client Success to own delivery outcomes, client relationships, and portfolio health across our most complex engagements.
- Minimise churn by maintaining strong executive-level relationships and acting quickly when client health signals decline.
Company info
- 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.
- Conduct or oversee milestone and budget reviews as part of standing weekly portfolio governance.
This listing is sourced directly from Altaml's careers page and normalized into a canonical job model.