Director of Client Success

Job Title: Director of Client Success, Philadelphia, PA

Position Type: Full-Time

Reports To:  National Vice President, Retention Services

Location:  1231 N. Broad Street, Second Floor, Philadelphia, PA 19122 (First Step Main Philly Office)

Salary: $100,000, plus annual bonus program

Position Summary

Are you passionate about making a real difference in people’s lives? Do you thrive in dynamic environments and love working directly with the community? If so, we’d love to meet you!

We’re looking for a dedicated and compassionate team member to help us move our mission forward. The ideal candidate brings experience in employment and training programs, housing stabilization, and working with justice-impacted individuals. You’ll be joining a fast-growing department where flexibility, collaboration, and heart are key.

In this role, you’ll lead the day-to-day operations of our Director of Client Success, supporting clients who are justice-impacted or experiencing housing instability. You’ll build strong relationships with referral partners, landlords, and training providers, while tracking progress and outcomes to ensure our clients receive the support they need to thrive in employment and life.

What You’ll Do

Employment Training

• Maintain and grow relationships with training and certification partners.
• Recruit eligible clients and guide them through the application process.
• Collaborate with training providers to connect graduates with employer partners.
• Track job placement, wages, and retention.
• Facilitate Emerging Leaders Modules as needed.

Partnership Relations

• Serve as a liaison between First Step Staffing and partner organizations.
• Build and maintain strong partnerships, especially with justice-impacted service providers.
• Present our services at community events and use data to strengthen programs.

Housing Pilot Program

• Assess housing needs and barriers for individuals and families.
• Advocate for clients with landlords and help secure stable housing.
• Maintain clear communication between tenants, landlords, and partners.
• Provide referrals to social services and financial wellness programs.
• Educate clients on lease agreements and budgeting.
• Track and report program data and outcomes.
• Attend conferences and grow housing partnerships.

Client Support Services

• Conduct assessments to identify employment barriers.
• Lead orientation sessions and provide coaching to help clients retain employment.
• Offer both individual and group support sessions.

Administration

• Complete employment development plans and maintain accurate data in tracking systems.
• Handle administrative tasks and ensure timely reporting.
• Keep client records aligned with grant and contract requirements.

What We’re Looking For

• Bilingual in English and Spanish (required)
• Lived experience is a plus—we value diverse perspectives!
• Reliable transportation, valid driver’s license, and clean driving record.
• Strong communication and organizational skills.
• Ability to juggle multiple tasks and work with a wide range of people.
• Collaborative, respectful, and inclusive approach to teamwork.
• 10+ years of progressive work experience, ideally in a leadership role.
• 5+ years working with justice-impacted or homeless populations.
• Experience in career services, housing support, and upskilling programs.
• Advanced degree or equivalent experience required
• Proficiency in Microsoft Office
• Willingness to work flexible hours, including occasional evenings and weekends.
• Ability to lift 10–25 lbs and work in both office and field settings.

Why Join Us?

At First Step Staffing, we’re more than just a team—we’re a community. We believe in second chances, removing barriers, and helping people build brighter futures. If you’re ready to bring your skills, heart, and energy to a role that truly matters, we can’t wait to welcome you aboard.

Required Documents- Cover Letter and Resume should be sent to Karima@firststepstaffing.com with the position in the Subject line.