Director, Customer Success

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

📋 Description

• Cultivate and maintain relationships with executive, operational, and cross-functional client teams.

• Take ownership of strategic planning aimed at client success, revenue growth, retention, upsell prospects, churn mitigation, and maximizing lifetime value.

• Serve as the client advocate within Drips, influencing product direction, roadmap priorities, and service improvements.

• Create and refine scalable playbooks, enablement frameworks, and performance tracking dashboards.

• Design and facilitate strategic Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs), aligning client initiatives with KPIs, outcomes, and platform value.

• Manage the resolution of significant client issues and develop escalation procedures.

• Collaborate with senior leadership to forecast revenue, assess headcount requirements, and monitor client health trends.

• Propel enterprise-level scalability, process development, and client-impact initiatives.

• Recruit, mentor, and coach a team of Senior Client Success Managers.

• Promote accountability, continuous learning, and ownership of outcomes through structured feedback and performance management.

⛳️ Requirements

• Proven experience in client-facing roles, especially in performance-based or outcome-oriented partnerships.

• Strong track record of building robust client relationships.

• Demonstrated capability to provide measurable value.

• Experience in facilitating successful business outcomes.

• Ability to lead, mentor, and develop Senior Client Success Managers.

• Proficient in collaborating with Sales, Product, and senior leadership teams.

• Skilled in managing executive-level client relationships and addressing high-impact escalations.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.