Director, Customer Success

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

📋 Description

• Guide, mentor, and inspire the Customer Success team (including the refunds team) to meet retention and growth objectives.

• Manage and maintain a select, high-value portfolio, exemplifying top-tier client relationship management.

• Create and execute strategies for retention and growth aimed at enhancing customer lifetime value and satisfaction.

• Set up and supervise structured follow-up procedures to boost engagement, conversion, and retention rates.

• Track team performance metrics and KPIs, offering coaching, recognition, and performance enhancement plans as required.

• Collaborate with executive leadership to establish retention goals and refine the Customer Success strategy.

• Organize ongoing training, onboarding, and professional development programs for Customer Success team members.

• Work cross-functionally with Sales and Marketing to enhance lead quality and ensure a smooth client experience.

• Supervise refund dispute processes to guarantee timely and effective resolution of customer issues.

• Monitor online communities and social media platforms to proactively manage negative feedback and safeguard brand reputation.

⛳️ Requirements

• Over 5 years of experience in Customer Success leadership, ideally in pay-per-lead, SaaS, or marketing services settings.

• Demonstrated success in enhancing retention rates and scaling Customer Success teams.

• Strong leadership and coaching skills with experience in managing performance metrics and KPIs.

• Experience in building operational frameworks for Customer Success teams, encompassing processes and reporting systems.

• Proficiency in CRM and customer support tools such as Freshdesk and Go High Level.

• Data-driven approach with the capability to analyze metrics and implement strategic enhancements.

• Solid business acumen and comprehension of revenue retention strategies.

• Exceptional interpersonal, communication, and negotiation skills.

• Ability to manage client relationships across various communication channels, including phone, email, SMS, and social media platforms.

• Highly motivated self-starter with a strong emphasis on client satisfaction, retention, and long-term growth.

🏝️ Benefits

• 100% employer-covered individual health insurance (Medical, Dental, Vision).

• 401(k) plan with company matching.

• Opportunity to create and enhance a high-impact Customer Success function.

• Collaborative, performance-oriented culture with significant leadership visibility.