Engagement Director

Role Purpose

Provide strategic leadership over a portfolio of nonprofit clients while driving revenue performance, service excellence, and team development across clients and client teams. The Director of Engagement is accountable not only for client success but also for portfolio economics, client and employee retention strategies, service evolution, and growth alignment. This role operates as a senior advisor to nonprofit organizations while also serving as an internal leader shaping standards, systems, and performance culture. Directors ensure that client delivery, expansion, and operational excellence are aligned with the Company's long-term health. This role reports directly to the CEO.

Key Responsibilities

Portfolio Leadership and Revenue Accountability

• Own revenue performance across the assigned portfolio, including retention, renewal forecasting, and responsible expansion.

• Drive net revenue retention through strategic advisory, scope alignment, and proactive opportunity identification.

• Collaborate with Company leadership on annual revenue planning and forecasting.

• Protect margin integrity by ensuring engagements are properly scoped, resourced, and priced.

• Identify patterns across clients that inform pricing strategy, service design, and positioning.

Executive Client Advisory

• Serve as senior strategic advisor to nonprofit executive leaders and boards.

• Lead high-level planning sessions, board presentations, and strategic reviews.

• Guide clients through organizational change, growth initiatives, and operational restructuring.

• Navigate complex stakeholder dynamics with professionalism and authority.

• Ensure that client engagements consistently reflect high standards of professionalism, clarity, and respect.

Team Leadership and Talent Development

• Provide direct leadership and mentorship to Engagement Managers and Associates.

• Set and uphold performance expectations across the Engagement team.

• Conduct performance evaluations, coaching conversations, and development planning.

• Support hiring, onboarding, and talent calibration within the function.

• Model accountability, composure, and excellence under pressure.

Client Acquisition and Strategic Growth

• Partner closely with Company leadership on business development strategy.

• Participate in high-level discovery conversations and proposal development.

• Shape scope, pricing alignment, and service structure for new engagements.

• Evaluate operational feasibility and risk prior to new client commitments.

• Contribute to referral cultivation and external relationship development.

• Help refine market positioning and thought leadership based on client insight.

Service Design and Operational Excellence

• Drive refinement of onboarding, engagement, and offboarding frameworks.

• Identify cross-portfolio trends and recommend improvements to systems and workflows.

• Ensure that reporting structures and data systems support meaningful insight and decision-making.

• Lead cross-functional collaboration to improve scalability and efficiency.

• Protect data security and information governance standards.

Events and Visibility

• Oversee strategy for high-impact client and Company events and engagements.

• Provide senior-level onsite leadership when required.

• Represent the Company in select external settings when appropriate.

Additional Responsibilities and Opportunities

As a senior leader in an early-stage company, flexibility, judgment, and initiative are essential. Directors are expected to balance individual client demands with broader Company health. They safeguard standards, elevate performance, and contribute to strategic direction. They understand that protecting the Company’s long-term stability enables impact for clients and opportunity for team members.

We are successful when we maintain a degree of flexibility and curiosity in our daily duties. As a startup organization, there are too many potential projects and circumstances to explicitly describe in a job description, so you will likely be asked to participate in a task or responsibility that is not a part of your core job description or for which you were initially hired.

We also must maintain a keen sense of market trends and adapt as needed to maintain a healthy work environment. One of our key business principles is this: the best way to take care of our people is to put the Company first. This means that while we care about each individual on our team, it is the health of the Company that provides all of us with the chance to make the world better and our lives richer.

What Success in This Role Looks Like

• Overall client satisfaction and employee engagement are excellent.

• Portfolio revenue targets are achieved or exceeded.

• Retention remains strong and predictable.

• Expansion opportunities are identified thoughtfully and executed responsibly.

• Managers and Associates demonstrate measurable growth under your leadership.

• Service delivery models become more refined and scalable.

• The Company’s reputation for professionalism and operational excellence strengthens.

The Ideal Candidate

Experience and Background

• 8 or more years of experience in account leadership, consulting, nonprofit operations, agency leadership, or comparable client advisory environments.

• Demonstrated progression into increasing responsibility and leadership over time.

• Experience managing portfolio-level revenue, renewals, or expansion strategy preferred.

• Experience working directly with executive leaders and boards required.

Executive and Advisory Capability

• Strong executive presence and credibility.

• Ability to influence decision-making at senior levels.

• Experience navigating complex or politically sensitive environments.

• Comfort balancing client advocacy with Company health.

Operational and Financial Acumen

• Strong understanding of portfolio economics and margin management.

• Experience reviewing scopes, pricing structures, and resource allocation.

• Ability to interpret operational data and translate insight into strategic action.

• Comfort making tradeoffs that protect long-term sustainability.

Leadership and Standards

• Experience leading, mentoring, and evaluating professional teams.

• Demonstrated ability to hold high performance standards while maintaining respect and warmth.

• Ability to perform decisively under pressure while maintaining quality and professionalism.

• Strong commitment to ownership, accountability, and continuous improvement.

Communication and Professionalism

• Exceptional written and verbal communication skills.

• Confident presence in both virtual and in-person executive settings.

• High attention to detail and disciplined follow-through.

• Ability to work effectively with diverse personalities and leadership styles.

Education

• Bachelor’s degree required