Director, Customer Success

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

📋 Description

• Take ownership of and expand Autura's enterprise and strategic account portfolio, fostering retention, growth, and sustained platform utilization within our most intricate customer relationships.

• Manage a personal portfolio of strategic accounts while also leading the team during the development phase. This position demands a player-coach who is equally adept at hands-on work and higher-level oversight.

• Act as the senior escalation contact for critical customer situations — providing calm, structure, and a defined recovery strategy for accounts at risk.

• Build and lead a team of Strategic Customer Success Managers, establishing the benchmark for how Autura interacts with its most significant customers.

• Create and implement account planning frameworks, executive business review processes, and customer health strategies that can scale with portfolio growth.

• Collaborate with Sales to identify and seize expansion opportunities within existing accounts — aiding customers in growing their businesses by broadening their use of Autura across new product categories, including TowPay, Marketplace, and future offerings.

• Manage multi-stakeholder relationships within enterprise organizations — engaging with operators, dispatch managers, executives, and ownership groups to enhance Autura's presence and discover new opportunities.

• Work closely with Product, Implementation, and Support teams to translate customer needs into platform enhancements and ensure customers derive maximum value from integrated product lines.

• Employ a consultative, project-based approach to enterprise engagements — serving as a trusted advisor who assists customers in running their operations more efficiently with Autura as their foundation.

• Represent Autura at industry events, motor club partnerships, and towing association conferences to build connections and stay informed about industry trends.

• Collaborate with executive leadership during acquisition integration — facilitating the seamless incorporation of acquired products and customer bases into the Autura ecosystem, ensuring a coherent experience for customers.

• Oversee post-implementation engagement to ensure customers are actively utilizing the platform — monitoring adoption metrics, identifying gaps, and guiding customers towards the outcomes that initially motivated their purchase.

• Develop and maintain a customer health framework across the strategic portfolio — utilizing leading indicators to proactively address churn risk before it escalates.

• Take ownership or co-ownership of the renewal strategy for strategic accounts, including multi-year contract planning, pricing discussions, and risk mitigation for complex renewals.

• Lead change management for strategic accounts during product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and operational disruptions are minimized.

⛳️ Requirements

• A minimum of 10 years in strategic account management, customer success, or enterprise sales within a SaaS context, including at least 3 years in a leadership role.

• Proven history of retaining and expanding a complex enterprise portfolio — with specific outcomes to reference.

• Experience in developing programs and processes from the ground up or while in progress — rather than merely inheriting pre-existing systems.

• Strong executive presence and the ability to engage credibly at the owner, GM, or C-suite level within customer organizations.

• Ability to navigate multi-product or post-acquisition environments where customer relationships cover more than one solution.

• A consultative, outcomes-focused mindset — demonstrating initiative with ideas rather than just routine check-ins.

• Familiarity with strategic account planning tools and CRMs (Salesforce experience preferred).

• Industry knowledge in towing, fleet, government services, or related sectors is advantageous but not mandatory — what matters is your capacity to quickly understand a customer's business in-depth.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development