Director, Customer Success

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

📋 Description

• Lead, mentor, and develop Customer Success Managers (CSMs) across Small to Medium Business (SMB), Mid-Market, and Enterprise segments.

• Recruit and onboard CSMs while building a strong talent pipeline.

• Establish performance expectations, facilitate growth discussions, and create career advancement paths.

• Define engagement standards, including cadence, executive relationships, and success planning.

• Own and manage retention and renewal goals along with the associated forecasting.

• Implement proactive renewal strategies and lead health score assessments, risk evaluations, and recovery plans.

• Collaborate with Sales to coordinate Customer Success responsibilities and direct growth signals to sales representatives.

• Develop executive relationships with key strategic accounts.

• Assist in high-stakes renewals, escalations, and executive-level business reviews.

• Ensure accuracy in CRM data and reliable health metrics.

• Provide reports on account health, factors influencing churn, and retention patterns to leadership.

• Analyze reasons for churn, identify adoption gaps, and compile product enhancement requests.

• Enhance operational processes, playbooks, and tools.

• Maintain comprehensive knowledge of ApartmentIQ’s product offerings and data methodologies.

• Equip the team with insights on new product launches.

• Collaborate with teams in Implementation, Support, MavenAI Customer Success, Product, Marketing, and Sales.

• Incorporate customer feedback into product development discussions.

• Report directly to the Senior Vice President of Customer Experience.

⛳️ Requirements

• Over 10 years of experience in Customer Success, account management, or a similar client-facing role within B2B SaaS.

• More than 5 years of experience leading Customer Success teams, including responsibilities for hiring, coaching, and managing performance.

• Demonstrated success in meeting retention and renewal objectives for a portfolio of accounts.

• Proven ability to build relationships with VP- and C-suite-level stakeholders in complex, multi-stakeholder environments.

• Preferred experience in multifamily, PropTech, or real estate sectors.

• Familiarity with data platforms or multi-product SaaS ecosystems.

• Background in establishing operational processes including forecasting, health scoring, and risk assessments.

• Proficient with Salesforce; experience with Gainsight or Gong is advantageous.

• Bachelor’s degree or higher is required.

• Must possess authorization to work for any employer in the U.S.

• Employment visa sponsorship is not available.

🏝️ Benefits

• Flexibility to work from home in most locations across the U.S.

• Energetic in-person team-building events.

• Competitive salary package.

• Flexible vacation policy.

• Comprehensive paid parental leave.

• Medical, Dental, and Vision insurance plans available for employees and their families.

• 100% company-covered Short-Term Disability, Long-Term Disability, and Basic Life Insurance.

• Access to supplemental insurance options.

• Specialized pet insurance coverage offered.

• 401k retirement plan available.