Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Maintain a consistent coaching schedule, including 1:1 meetings, call and account assessments, and ride-alongs during key business reviews, to enhance each CSM’s capabilities in executive engagement and account strategy.

• Create and continuously refine the operational framework for the team, covering areas such as account segmentation, health-scoring methods, escalation procedures, and business-review schedules.

• Take responsibility for the overall retention, renewal, and net revenue retention (NRR) metrics of the team.

• Develop and sustain a churn-prevention strategy, which includes early warning indicators based on health scores, a defined process for saving accounts, and clear guidelines for cross-functional escalation with Sales, Support, Product, and Operations.

• Recruit, onboard, and manage the performance of CSMs, establishing a clear career development path and training program to ensure new team members achieve full productivity swiftly and have a tangible growth trajectory.

• Collaborate with Sales leadership to formulate expansion strategies, ensuring that upsell and cross-sell opportunities identified by CSMs are effectively converted into closed revenue.

• Report team and portfolio-level KPIs—including retention, NRR, health-score distribution, and business-review frequency—to executive leadership, using this data to pinpoint areas needing improvement within the team or processes.

• Act as the primary executive-level advocate for clients within the organization, identifying patterns from the team’s accounts to influence decisions made by Product, Marketing, and Operations that reduce friction for clients and the CSM team.

⛳️ Requirements

• Over 7 years of experience in client success or account management, including at least 3 years of direct management and coaching of a team of CSMs or account managers, preferably in B2B SaaS, services, or proptech/multifamily sectors.

• A proven track record in developing individual contributors through 1:1 meetings, skills development, and performance feedback, rather than merely managing metrics.

• Experience in designing or significantly enhancing client health-scoring, account segmentation, or retention/churn initiatives from the ground up, rather than just operating within existing frameworks.

• Proficient in working with retention, NRR, and churn metrics, with the capability to translate data into specific coaching focuses and process enhancements.

• Exceptional verbal and written communication skills, with the ability to influence executive stakeholders both internally and externally.

• A history of effectively collaborating with Sales, Support, Product, and Operations leaders to drive initiatives that cross team boundaries.

• Familiarity with CRM software (preferably Salesforce) and related tools used to monitor team and account performance.

• Demonstrated ability to succeed in a fast-paced, scaling environment while managing multiple priorities across the team and the organization.

🏝️ Benefits

• We provide comprehensive health, dental, and vision benefits.

• We aim to prioritize your time, offering a 401k plan for our employees.

• A competitive compensation package along with comprehensive benefits.

• We value hard work as well as a healthy work-life balance, providing unlimited PTO.

• Paid holidays.

• A variety of voluntary benefits, including short-term disability and life insurance.