Director, Customer Success

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

📋 Description

• Create and implement strategies aimed at retaining and expanding customer accounts.

• Take ownership of contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews, both onsite and remotely.

• Recruit, coach, and cultivate a top-tier Customer Success and Consulting Services team.

• Establish Customer Success and Consulting initiatives to enhance adoption, enablement, upsell opportunities, and address customer needs internally.

• Assess and refine team systems, applications, and processes; identify and leverage AI to automate manual tasks, scale account coverage, and highlight churn and expansion signals.

• Collaborate with Support, Implementation, Product, Engineering, and Sales leaders to ensure excellent customer experiences, product utilization, and account growth.

• Improve Consulting Services offerings and foster adoption among new and existing customers.

• Act as an advocate for customers within the organization and represent Centerbase leadership during customer interactions.

• Develop and maintain executive-level customer relationships.

• Drive success in gross and net revenue retention, renewals, sourced upsell opportunities, consulting services revenue, and NPS.

⛳️ Requirements

• Over 5 years of progressive experience leading customer success and/or account management teams in the B2B SaaS space, including experience managing other managers.

• Demonstrated ability to lead, inspire, and develop a team to consistently meet and exceed performance objectives.

• Proven experience in crafting and executing scalable customer success strategies and operational processes.

• Willingness to travel approximately 25% to 30% of the time.

• Experience in managing Enterprise accounts.

• Familiarity with introducing technology, including AI, to enhance operational efficiencies.

• Proficiency in Salesforce.

• Ideal candidates will have domain experience in SaaS Legal Tech; experience in Billing, Accounting, or AP/AR software solutions is also advantageous.

• Experience in Onboarding, Technical Support, or Professional Services is a plus.

🏝️ Benefits

• Flexible PTO.

• Two Company-Wide Mental Health Days.

• Parental Leave Programs.

• 401(k) with Company Match.

• Broad Equity Participation.