Director, Customer Success

This is a fully remote position, open to applicants in United States, +5 more locations.

📋 Description

• Lead the Customer Success team that serves Case Management clients throughout the entire customer lifecycle.

• Report directly to the SVP of Customer Success while orchestrating activation, onboarding, adoption, engagement, value realization, retention, and growth.

• Define, implement, and uphold customer journey playbooks.

• Integrate self-service options, technology-assisted interactions, and AI-driven workflows into Customer Success operations.

• Utilize health scores, product usage signals, and engagement data to predict risks, pinpoint expansion opportunities, and evaluate program effectiveness.

• Cultivate organizational change management expertise within the team and encourage the Challenger approach.

• Define and showcase the customer value and ROI provided by Case Management products and services.

• Handle escalations and establish processes for executive-level escalations.

• Align Customer Success initiatives with Sales and Marketing concerning renewals, upsells, handoffs, and customer outcomes.

• Promote a company-wide customer-centric culture and implement Voice of Customer feedback processes.

• Oversee the adoption of the Customer Success technology stack, including dashboards, reporting, and scalable programs.

• Manage metrics related to retention, product adoption, engagement, CSQL, NPS, and employee engagement.

• Control demand, capacity, budget, expenditure, and retention forecasting models.

• Recruit, develop, mentor, and manage a high-performing team.

• Propose organizational structures, define customer segmentation, and enhance the Success competency model.

• Communicate metrics and present reports to the SVP of Customer Success, CCO, and other executive stakeholders.

⛳️ Requirements

• Experience in a managerial role within Customer Success focused on revenue retention (GRR/NRR) in a SaaS environment for Small-to-Medium-Business (SMB) and Mid-Market clients.

• Proven capability to build and implement portfolio-level retention strategies, including proactive risk identification, escalation frameworks, save plays, and executive engagement.

• Experience in preparing and presenting capacity planning models and forecasts to senior leadership.

• Demonstrated ability to develop and operate Scaled or Tech-Touch Customer Success models and frameworks for customer segmentation.

• Experience in leading or closely collaborating with Digital CS or Customer Marketing functions on programmatic engagement strategies.

• Demonstrable experience in utilizing data for customer health scoring, churn indicators, and portfolio-level performance reporting.

• Strong people management abilities and experience guiding teams through organizational transformations.

• Professional-level communication and presentation skills; comfortable delivering strategy and results to C-level executives.

• Effective internal and external organizational change management skills.

• Exceptional listening abilities and receptiveness to feedback.

• Advanced technology skills across the Customer Success tech stack, particularly with Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, and Intercom.

• Must not require current or future sponsorship for employment authorization.

🏝️ Benefits

• 15% annual bonus.

• Comprehensive benefits package that supports health, well-being, and personal growth.

• Bonuses, incentives, and equity options may be included in the total rewards package.

• Equal employment opportunities and reasonable accommodations available during the application process.