SaaS Startup

the role

Director of Client Account Management

THE CHALLENGE

Scaling Fast, Losing Clients: Solving the SaaS Retention Bottleneck

A fast-growing, mid-stage SaaS startup was hitting a wall. Despite strong market traction, the company was struggling with customer churn and low satisfaction—but months of job postings yielded no viable candidates for a critical leadership role: their first-ever Director of Client Account Management.

This wasn’t a role for just any SaaS professional. The company needed a hands-on builder who could operate in a low-resource environment, create scalable processes from scratch, and immediately begin reversing client retention issues.

The position had sat open for months across all major job boards, with little traction. The company also lacked the internal bandwidth to navigate a complex, high-touch interview process or effectively communicate the value and complexity of their disruptive solution to potential candidates.

OUR SOLUTION

Summit Search Consultants canvased the market, including diasporic talent, with the desired skillset and culture fit.

SSC deployed a true headhunting effort that consisted of over 8 contact attempts for each candidate, including off-hours calls, text messages, emails, and LinkedIn outreach. 6 out of 10 shortlisted candidates ultimately moved forward as finalists.

Our client was thrilled to welcome a Director of Client Account Management less than 60 days from the launch of the search.

“SSC gave us exactly what were were looking for, and quickly. Our top candidate was a front-runner immediately.”

— VP of Sales