Director of Customer Success

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

📋 Description

• Lead Feathr’s Customer Success teams to achieve revenue objectives

• Develop strategic success plans for managing customer relationships

• Utilize product usage and engagement metrics to uncover adoption risks and identify opportunities for expansion

• Mentor managers and Customer Success Managers (CSMs) through account health assessments, pipeline reviews, one-on-ones, and performance evaluations

• Act as a point of escalation and participate in important customer calls

• Provide reports on retention rates, renewals, and progress towards key performance indicators

• Recruit for the team and create onboarding and training initiatives

• Collaborate with Sales, Support, Onboarding, Product, and Marketing to enhance the customer journey and relay customer insights

• Take ownership of Customer Success strategy and execution with a focus on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), lifecycle success planning, and product/service value outcomes

• Report directly to Feathr’s Vice President of Customer Success

⛳️ Requirements

• 3+ years of experience in people management within a leadership role

• 6+ years of experience in customer success, account management, and SaaS environments

• Proven experience in managing a Customer Success function or leading a Customer Success team at a technology platform

• A successful track record of guiding teams to meet revenue goals, including GRR, NRR, and renewals

• Bonus: experience in establishing scalable Customer Success teams or one-to-many initiatives, such as webinars and office hours, that promote adoption across a vast customer base

• Capability to set strategic direction and formulate and implement comprehensive account management strategies

• Proven success in mentoring and developing account managers

• Understanding of how customer health and adoption impact retention rates

• History of fostering the growth of direct reports and building high-performing teams

• Ability to leverage data to forecast renewals, identify trends, and proactively address risks

• Strong communication skills with the ability to align customers, colleagues, and executives

• Interest in nonprofit organizations and their decision-making processes

• Candidates must reside within the United States

• Candidates must possess legal authorization to work in the U.S.

• Candidates must indicate whether they require current or future employment visa sponsorship

🏝️ Benefits

• 100% remote work environment

• Comprehensive health, dental, and vision insurance plans

• Paid vacation, sick leave, and company holidays

• Fully remote work flexibility

• Extensive vision, dental, and approximately 99% health insurance coverage for employees

• Sick leave benefits

• Vacation leave benefits

• Extended winter break

• Parental leave

• Wellness reimbursement credit

• Home office stipend

• Professional development budget

• Team gatherings and events

• $50,000 annual performance bonus