Director of Customer Success Management

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

📋 Description

• Enhance customer retention by implementing strategies for value realization, adoption, proactive account management, and risk mitigation across the complete customer portfolio.

• Propel the team towards a proactive, lifecycle-oriented engagement model that emphasizes customer outcomes; establish clear operating rhythms, resource organization, health scoring, and scalable playbooks.

• Attract, mentor, and cultivate a team of Customer Success Managers (CSMs) and leaders who uphold high standards for accountability, intellectual curiosity, and customer dedication across all segments and products.

• Develop AI-enhanced workflows throughout the Customer Success process, encompassing health scoring, predictive analytics, customer communication, and timely enablement.

• Collaborate with onboarding, support, product, and sales teams to provide a smooth and consistent post-sale experience.

• Act as the customer advocate to Product, Engineering, and Marketing, converting feedback into actionable insights that inform the roadmap and go-to-market strategy.

⛳️ Requirements

• 8–12+ years of experience in Customer Success, Account Management, or related customer-facing roles in the SaaS or technology sectors; experience with both SMB and Enterprise customers is preferred.

• 3–5+ years of experience leading successful CSM teams, including managers and/or senior individual contributors, with established operating rhythms, performance frameworks, and a culture that prioritizes continuous improvement.

• Demonstrated success in enhancing retention and facilitating growth within a recurring revenue business model.

• Ability to thrive in a high-growth, fast-paced environment where you will create the playbook rather than following a fully established operation.

• In-depth knowledge of value realization, ROI communication, and lifecycle management.

• Strong ability to identify churn risks and develop repeatable strategies for customer retention.

• Experience in managing or influencing renewal and expansion objectives.

• Capacity to engage and persuade executive stakeholders at customer accounts.

• Highly analytical; proficient in developing and adhering to KPI frameworks and metric structures.

• Extensive knowledge of essential Customer Success metrics, including product adoption, time-to-value, and revenue retention.

• Skill in translating data into actionable insights and priorities.

• Strong fluency in AI; actively use AI tools in your work, possess a clear perspective on AI's role in customer success, and promote the adoption of AI-enhanced workflows within a team.

• Outstanding talent developer with a proven history of recruiting, coaching, and retaining high achievers.

• Experience in nurturing managers and fostering high-performance, accountable cultures.

• Proven capability to shift teams from a reactive to a proactive approach through effective change management.

• Familiarity with SaaS platforms, restaurant technology, online ordering systems, or POS solutions is advantageous.

🏝️ Benefits

• Comprehensive health coverage

• Remote-first workplace

• Unlimited paid time off (PTO)

• Additional fun perks!