Director of Customer Success, Growth

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

📋 Description

• Leading, mentoring, and nurturing the Customer Success Managers and Analysts, while hiring, developing, and maximizing their potential. This aspect is central to the role.

• Managing the entirety of the customer portfolio. Your team oversees daily operations for various sections, with every account reporting directly to you, and you maintain close relationships with key accounts.

• Taking responsibility for gross dollar retention (GDR), the key metric by which you are evaluated: focusing on customer health, success strategies, interventions, and managing all renewals. While Sales handles the commercial closure, you manage the retention strategy supporting it.

• Anticipating retention risks before they arise during renewals, taking proactive measures to address them, and providing Sales and Finance with insights they can incorporate into their forecasts.

• Collaborating with Sales on growth opportunities: identifying and qualifying expansion indicators, providing actionable pipeline, and jointly planning and executing renewals.

• Serving as the customer's advocate within Amperon: translating actual usage and feedback into actionable insights for Product and Markets & Technical Services.

• Innovating team operations: enhancing health scoring, refining the retention process, upgrading tools, and integrating AI into the Customer Success playbook as the business scales.

⛳️ Requirements

• Proven experience leading and coaching a Customer Success and/or Account Management team (3+ years managing individuals across multiple roles).

• Experience managing a retention or churn metric in B2B SaaS or Data-as-a-Service, and collaborating with Sales on renewals and expansion efforts. You assess account health early and take action accordingly.

• Strong commercial acumen: you grasp retention economics and can identify expansion opportunities during customer interactions.

• Ability to collaborate across teams without formal authority (with Product, Engineering, and Data Science).

• Executive presence when necessary, along with the ability to engage at a granular level with everyday product users.

• Comfortable with data: possessing sufficient fluency in the tools your team utilizes (SQL, Python, Snowflake) to effectively lead in a data-driven environment.

• Proficient in using AI tools like Claude or ChatGPT to enhance productivity, with a focus on encouraging your team to adopt similar practices.

• A background in energy or electricity markets is advantageous, but we are willing to train the right candidate in the domain.

• We prioritize your leadership experience over the size of your previous accounts.

🏝️ Benefits

• Competitive salary along with a stock option package.

• Comprehensive medical, dental, and vision insurance.

• Family planning benefits through Carrot, which includes IVF and preservation treatments, adoption assistance, and gender-affirming care.

• Annual company retreat – we believe in the importance of human interaction.

• 401(k) plan available, although we do not currently match contributions.

• Flexible PTO policy – take what you need, when you need it.

• Remote-first work environment.