Director, Customer Success

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

📋 Description

• Direct the post-sale customer lifecycle across all customer segments.

• Ensure that customers achieve measurable value, effectively adopt solutions, and renew and expand over time.

• Develop and scale a high-performing Customer Success organization using a “One Account, One Owner” model.

• Define engagement models for Customer Success, establish operating cadence, and ensure cross-functional alignment.

• Implement Customer Success strategies that align with the company's growth and retention goals.

• Create standardized lifecycle procedures, including success planning, business reviews, adoption initiatives, and renewal preparation.

• Develop scalable processes and playbooks for consistent execution of Customer Success initiatives.

• Lead multi-tier engagements across Strategic, State, Enterprise, and Transactional accounts.

• Operationalize a hub-and-spoke engagement model, clarifying ownership among Customer Success and adjacent teams.

• Own the retention and renewals strategy, initiating proactive renewal actions 180–90 days prior to expiry.

• Collaborate with Sales, Project Delivery/Onboarding, Support, Product, and Marketing teams.

• Act as an escalation point for high-risk or high-impact customer situations.

• Provide Voice of Customer insights to shape the product roadmap and go-to-market strategies.

• Manage gross and net revenue retention across the customer portfolio.

• Define and implement Customer Success and Renewals metrics.

• Lead the Renewals team and collaborate with Sales to identify expansion opportunities.

• Recognize churn risks and execute targeted save plans.

• Establish and maintain customer health scoring models.

• Drive pipeline reviews, business reviews, renewal forecasts, and manage team performance.

• Ensure CRM hygiene and data integrity, particularly in Salesforce.

• Analyze performance trends to enhance processes, playbooks, and programs.

• Oversee automated customer engagement initiatives such as campaigns, webinars, lifecycle education, and newsletters.

• Communicate performance metrics, risks, and strategic recommendations to GTM and Executive Leadership.

⛳️ Requirements

• Bachelor's degree in Business Administration, Communications, or a related discipline.

• Over 10 years of experience in Customer Success, Account Management, or similar SaaS roles.

• At least 5 years of experience in leading teams and nurturing leadership within the organization.

• Demonstrated experience in managing retention, renewals, and customer growth metrics at scale.

• Strong grasp of Customer Success operating models, including segmentation and scaled engagement strategies.

• Proven experience in building and standardizing processes, playbooks, and performance frameworks.

• High data orientation with the capability to translate insights into actionable and measurable outcomes.

• Exceptional collaboration and leadership abilities, capable of aligning cross-functional teams.

• Excellent communication skills and executive presence, with experience in engaging senior stakeholders.

• Ability to function effectively in complex, high-accountability environments.

• Experience in public sector, GovTech, or public safety SaaS environments is preferred.

• Must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy.

• Must successfully pass a comprehensive, fingerprint-based background check.

• Must obtain and maintain all necessary security clearances as a condition of employment.

🏝️ Benefits

• Comprehensive benefits package.

• Variable compensation options, such as incentive plans or discretionary performance bonuses, may be available for certain roles.

• Accommodations are available upon request throughout all stages of the recruitment process.