Director of Customer Success

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

📋 Description

• Establish the strategic vision, operational excellence, and leadership for the Client Success function.

• Manage executive-level partnerships across the client portfolio.

• Drive strategies for revenue growth and client retention.

• Develop scalable programs, frameworks, and mentorship systems for the Client Success team.

• Collaborate with Sales, Product, and senior leadership to represent client perspectives and influence company-wide priorities.

• Lead and cultivate executive, operational, and cross-functional client relationships.

• Identify opportunities for upselling, mitigate churn, and enhance client lifetime value.

• Shape product direction, roadmap priorities, and service improvements.

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

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

• Supervise high-impact client issue resolution and establish escalation processes.

• Project revenue, headcount requirements, and client health trends.

• Promote enterprise-level scalability, process maturation, and client-impact initiatives.

• Recruit, mentor, and develop Senior Client Success Managers.

• Encourage accountability, continuous learning, and ownership of outcomes through structured feedback and performance planning.

⛳️ Requirements

• A concise cover letter is required, outlining your experience in client-facing roles.

• Proven experience with performance-based or outcome-driven partnerships.

• Demonstrated ability to cultivate strong client relationships.

• Proven capacity to demonstrate measurable value and facilitate successful business outcomes.

🏝️ Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.