Director, Client Success

The Director of Client Success is a strategic people leader responsible for the health, engagement, and success of an assigned client segment within Tyler's Courts & Justice division. This role drives product adoption, value realization, satisfaction, retention, and long-term partnership across the client lifecycle. The Director will develop and execute a Client Success strategy tailored to the needs of the assigned client segment while contributing to the broader direction of the Client Success organization. This leader will also support Tyler's continued cloud and product modernization by helping clients understand, prepare for, and adopt change while proactively addressing risks. The Director will lead and develop a high-performing team, establish scalable and consistent Client Success practices, and partner across the organization to deliver measurable outcomes for Tyler and its clients. This role requires a leader who can balance strategic client partnership, team development, operational discipline, and cross-functional execution. The Director will be expected to influence outcomes across a complex client segment while helping Tyler scale consistent Client Success practices.

Strategic Leadership Develop and execute the Client Success strategy for an assigned client segment, ensuring alignment with Tyler's organizational priorities and desired client outcomes. Maintain a comprehensive view of the segment's overall health, strategic priorities, modernization readiness, retention risks, and growth opportunities. Contribute to the broader Client Success strategy by sharing segment insights, emerging trends, risks, and recommended actions. Translate Tyler's cloud and modernization strategy into actionable client engagement, readiness, adoption, and value realization plans. Establish clear goals and performance measures across client health, adoption, satisfaction, retention risk, engagement, referenceability, and value realization. Foster a culture of accountability, collaboration, adaptability, and continuous improvement. Represent the needs and perspectives of the assigned client segment in departmental and cross-functional planning.

Leadership and Development Lead, coach, and develop Client Success leaders and professionals, including performance management, career development, and succession planning. Establish clear expectations and consistent operating practices across the team. Promote collaboration and knowledge sharing to improve the quality and consistency of the client experience. Use strong emotional intelligence and sound judgment to navigate complex team, client, and organizational dynamics. Lead the team effectively through organizational, product, and industry change. Client Engagement, Advocacy, and Retention Ensure the team develops meaningful success plans that connect Tyler solutions to each client's goals, priorities, and desired outcomes. Build trusted relationships with executive stakeholders across the assigned client segment. Establish proactive approaches for identifying at-risk clients and coordinating recovery plans before issues affect retention or the broader relationship. Provide executive leadership during significant client escalations, ensuring clear ownership, communication, and follow-through. Oversee client advocacy and engagement efforts, including user groups, advisory councils, references, testimonials, and other opportunities to elevate the client voice. Lead or support executive business reviews with key clients, focusing on strategic priorities, measurable outcomes, risks, and future plans. Modernization and Adoption Help clients successfully navigate Tyler's transition to modern, cloud-based solutions by supporting readiness, change management, adoption, and ongoing value realization. Assess modernization