Director of Customer Success

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

📋 Description

• Take charge of the comprehensive Customer Success strategy for small to medium-sized businesses and mid-market clients, striking a balance between digital engagement and personalized human interactions.

• Create and refine digital customer journeys throughout onboarding, adoption, renewal, and growth phases.

• Develop and oversee segmentation and coverage frameworks (digital-only, pooled, hybrid).

• Manage health scoring systems, lifecycle triggers, and automated outreach strategies within the application.

• Collaborate with Product and Marketing teams to provide in-product education, promotional campaigns, and self-service resources.

• Enhance retention and growth through programmatic, data-informed initiatives.

• Lead a team of Scaled/Digital Customer Success Managers and Customer Success Operations associates.

• Drive key performance indicators (Gross Revenue Retention, Net Revenue Retention, adoption, engagement) and communicate results to leadership.

• Regularly test, assess, and refine scalable Customer Success programs.

⛳️ Requirements

• A minimum of 7 years in Customer Success, Customer Success Operations, or Growth-related positions.

• At least 3 years of experience in leading and developing customer-facing teams, preferably in a scaled or digital Customer Success setting.

• A proven history of managing and enhancing Net Revenue Retention in a SaaS or digital health organization.

• Strong proficiency with customer success platforms such as Gainsight, Totango, ChurnZero, or equivalent tools.

• Highly analytical, with a comfort level in experimentation, automation, and continuous improvement.

• Experience working in fast-paced or startup environments with changing processes.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance

• Pet insurance