Director of Customer Success

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Managers for both Service Fusion (focused on revenue renewal) and ZyraTalk (emphasizing revenue renewal, product adoption, and technical onboarding).

• Take ownership of renewal metrics and revenue retention (GRR) across both product lines.

• Formulate and implement strategies aimed at reducing churn, enhancing renewal rates, and uncovering expansion opportunities within the current customer base.

• Supervise the CSM team dedicated to promoting product adoption and achieving measurable customer outcomes.

• Collaborate with Product and Engineering teams to stay informed about platform changes and ensure your team effectively communicates value.

• Lead the technical onboarding CSM function, guaranteeing that new customers enjoy a seamless, efficient, and high-quality go-live experience.

• Define and monitor team KPIs, which include renewal rates, CSAT, product adoption, time-to-onboard, and churn.

• Provide consistent reporting to leadership and proactively identify risks and opportunities.

• Create, maintain, and continuously enhance CS playbooks, escalation frameworks, and customer engagement cadences for each CSM function.

• Collaborate closely with Sales, Product, Engineering, Marketing, and Support to advocate for customer needs, influence product roadmap decisions, and ensure a cohesive customer experience throughout the entire lifecycle.

• Work alongside Talent Acquisition and HR to attract, hire, and onboard top-tier CS talent.

⛳️ Requirements

• 8+ years of experience in customer success.

• At least 5 years in a managerial role.

• A seasoned customer success leader with a proven history of managing and developing CSM teams within a B2B SaaS context.

• Ability to thrive in a multi-product environment and lead teams with distinct yet complementary customer success functions — renewal, adoption, and technical onboarding.

• Data-driven mindset, utilizing metrics to inform decisions, prioritize team efforts, and convey performance to leadership.

• Strong coaching skills, committed to the development of your team and establishing clear growth pathways.

• Familiarity with AI-powered products and enthusiasm for leading a team that supports a rapidly evolving AI communication platform.

• Ability to build robust cross-functional relationships and confidently represent the customer perspective across Sales, Product, Engineering, and Support.

• Clear and assertive communicator, capable of navigating challenging customer situations and guiding your team through escalations.

🏝️ Benefits

• Flexibility to work where and how you prefer within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional development.

• Immediate access on Day 1 to a comprehensive health and wellness benefits package, which includes an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.