Director, Customer Success

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

📋 Description

• Lead, mentor, and develop a team of 10 Customer Success Managers (CSMs) within the Enterprise and Mid-Market segments.

• Establish expectations and formulate individual development plans for CSMs.

• Conduct one-on-one meetings and team gatherings to promote accountability, growth, and alignment.

• Manage the recruitment and onboarding process for new CSMs.

• Cultivate a high-performance, customer-focused team culture.

• Act as a senior escalation point for complex or at-risk accounts.

• Oversee the engagement model strategy across various customer tiers.

• Monitor portfolio health utilizing ChurnZero and Salesforce.

• Lead expansion strategies across all customer tiers.

• Ensure the delivery of high-quality executive business reviews and maintain executive sponsor relationships.

• Hold CSMs accountable for developing meaningful success plans and tracking progress.

• Own team-level Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance.

• Identify potential risks and implement mitigation strategies.

• Drive proactive strategies for expansion and customer retention.

• Represent Customer Success in cross-functional retention initiatives.

• Coordinate customer transitions with the Implementation team.

• Collaborate with Support on escalations and case management.

• Work with Solutions Advisory on customer strategies and solution alignment.

• Represent Customer Success to Product leadership and relay customer insights.

• Partner with Sales leadership on renewals and expansions.

• Collaborate with the People/Talent team on career progression, leveling, and compensation frameworks.

• Create and monitor team Key Performance Indicators (KPIs).

• Maintain portfolio health data within ChurnZero and Salesforce.

• Track and report on retention, health, adoption, and engagement metrics alongside the VP of Customer Success.

• Provide insights for business reviews and leadership discussions.

⛳️ Requirements

• 6-8 years of experience in B2B SaaS customer success.

• 3-5 years of experience in a leadership role.

• Proven experience working with both enterprise and mid-market customer segments.

• Demonstrated ability to manage competing priorities, align diverse stakeholders, and consistently deliver an excellent customer experience.

• Proven track record of driving GRR and NRR outcomes across a mixed portfolio.

• Experience reporting results to senior leadership.

• Strong expertise in executing customer success playbooks, conducting executive business reviews, and managing renewal/expansion initiatives.

• Proven coaching skills across various engagement models and career stages.

• Hands-on experience with customer success platforms such as ChurnZero, Gainsight, or equivalent, as well as Salesforce.

• Operational excellence in problem-solving, analytical thinking, process development, and strategic planning.

• Comfortable collaborating cross-functionally with Sales, Implementation, Product, and Support teams at the leadership level.

• Experience contributing to cross-functional retention initiatives is a plus.

• Financial services or Governance, Risk, and Compliance (GRC) experience is a plus.

• Bachelor's degree is preferred.

• Must be legally authorized to work in the United States.

• Willingness to undergo a thorough background check if offered employment.

🏝️ Benefits

• A dynamic and fast-paced work environment.

• Responsible Paid Time Off (PTO) plan that meets or exceeds state and local medical and family leave regulations.

• 11 paid holidays.

• Community and social events.

• Mental health benefits.

• Medical, dental, and vision insurance.

• Company-paid group life insurance.

• Company-paid short- and long-term disability insurance.

• Flexible Spending Account.

• Health Savings Account.

• Aflac benefits including critical illness, cancer protection, and hospital choice.

• Pet insurance.

• 401(k) with company matching, available from day one of employment.

• 2 Paid Volunteer Time Off days.