Director of Customer Success

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

📋 Description

• Lead and cultivate the Customer Success team by establishing clear performance expectations and coaching to achieve desired outcomes.

• Create and uphold playbooks, standard operating procedures (SOPs), and materials for the team to ensure consistent Customer Success operations at scale.

• Take ownership of Gross Revenue Retention, delegate accounts within the Customer Success team, and strategically oversee high-value customer relationships and renewals.

• Act as a senior escalation point for intricate customer situations, resolving issues while safeguarding long-term relationships.

• Travel as necessary to facilitate renewals and manage accounts.

• Represent the Customer Success team in leadership meetings, potentially including discussions with Board of Directors members.

• Offer insights on retention risks, expansion possibilities, and product-market alignment.

• Monitor and report on Customer Success key performance indicators (KPIs) such as GRR, expansion ARR, and customer health.

• Collaborate with Sales on expansion opportunities and upselling strategies within existing accounts.

• Analyze customer feedback and provide structured, actionable insights for prioritizing Operations and discussions regarding the Product roadmap.

⛳️ Requirements

• Over 8 years of experience in Customer Success or enterprise account leadership.

• More than 5 years of experience leading a Customer Success team in a B2B mixed Software and Services environment.

• Exceptional executive relationship management skills.

• Proven history of owning and achieving retention and expansion revenue targets.

• Strong capability to coach and develop individual contributors, including establishing feedback rhythms and accountability for performance.

• Experience with CRM and Customer Success tools to manage customer health and team pipeline.

• Ability to convert complex customer feedback into clear, prioritized recommendations for product and operational improvements.

• Willingness to travel up to 50% of the time for renewals and account management.

• Must be authorized to work in the United States.

• Preferred: Experience in renewable energy, particularly solar.

• Preferred: Previous Customer Success experience at a company providing hardware-enabled software solutions.

• Preferred: Knowledge of credit-based or consumption-driven commercial models.

• Preferred: Experience in developing Customer Success playbooks or SOPs from the ground up in a growth-stage company.

🏝️ Benefits

• Eligibility for variable bonuses.

• Option for remote work.

• Flexible location choice in Boston, MA, or remote within the United States.