Director of Customer Success – Retention and Growth

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

📋 Description

• Lead, mentor, and develop a team of five Customer Success Managers.

• Foster a high-performance culture centered on accountability, customer outcomes, revenue success, coaching, and career development.

• Design and implement customer success strategies that align with company growth and retention objectives.

• Establish scalable processes, clarify roles, and adopt best practices to enhance customer engagement, account health, and team productivity.

• Take ownership of team performance relative to renewal, retention, and expansion revenue goals.

• Identify upselling and cross-selling prospects within current accounts.

• Oversee account planning, renewal and expansion forecasting, and activities to enhance pipeline visibility.

• Track customer health metrics and proactively mitigate retention and renewal challenges.

• Cultivate relationships with senior government stakeholders and executive sponsors.

• Act as a point of escalation for critical customer issues and strategic account challenges.

• Facilitate executive business reviews and strategic planning discussions.

• Assist with contract renewals, negotiations, and expansion prospects.

• Collaborate with Implementation, Product Management, Support, Operations, and Executive Leadership teams.

• Provide customer insights and market feedback to shape product strategy and service delivery.

• Work closely with implementation and onboarding teams to ensure seamless transitions and sustained adoption.

• Develop and uphold customer success processes, metrics, and reporting structures.

• Analyze customer and revenue data to uncover trends, risks, and growth opportunities.

• Lead initiatives for change management and process improvement.

⛳️ Requirements

• A minimum of 10 years of experience in customer success, account management, sales, or a similar customer-facing leadership position.

• Demonstrated success in leading teams responsible for revenue retention, renewals, and account growth.

• Experience in forecasting revenue and managing performance against revenue objectives.

• Proven ability to build executive-level customer relationships and navigate complex stakeholder environments.

• Excellent coaching, leadership, communication, and presentation abilities.

• Experience in managing escalations and addressing complex customer challenges.

• Preferred: at least three years of experience in people leadership managing customer success, account management, or sales teams.

• Experience in establishing or formalizing customer success teams, defining team roles, or creating operational structures.

• Familiarity with government technology, public-sector technology, SaaS, payments, or citizen-services sectors.

• Experience working with state, local, or municipal government clients.

• Understanding of subscription-based and contract-based revenue models.

• Experience leading customer success transformations, process enhancements, or organizational change initiatives.

• Bachelor’s degree in business, marketing, management, or a related field preferred; an equivalent combination of education and relevant experience may be acceptable.

🏝️ Benefits

• Comprehensive, multi-carrier medical, dental, and vision coverage.

• 401(k) plan with company match.

• Employee Share Purchase Plan.

• Wellness platform offering incentives.

• Subscription to the Headspace app.

• Employee Assistance and Time-off Programs.

• Short- and Long-Term Disability insurance.

• Life and Accidental Death Insurance.

• Critical Illness insurance.

• Hospital Indemnity coverage.

• Family bonding and family care leave policies.

• Adoption and surrogacy benefits.

• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.

• Annual Paid Time Off.

• Up to two days of paid leave each for participation in Employee Resource Groups.

• Up to two days of paid leave each to volunteer for a charity of your choice.