Director of Customer Success – Retention and Growth

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

📋 Description

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

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

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

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

• Take ownership of renewal, retention, and expansion revenue goals.

• Identify upsell and cross-sell opportunities within current accounts.

• Drive account planning, renewal and expansion forecasting, and pipeline visibility initiatives.

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

• Cultivate relationships with senior government stakeholders and executive sponsors.

• Act as the escalation point for critical customer issues and significant account matters.

• Conduct executive business reviews and strategic planning sessions.

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

• 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 alongside implementation and onboarding teams to facilitate customer transitions and adoption.

• Create customer success processes, metrics, and reporting frameworks.

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

• Lead initiatives for change management and process enhancement.

⛳️ Requirements

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

• Proven track record in leading teams focused on revenue retention, renewals, and account development.

• Experience in forecasting revenue and managing performance against set revenue targets.

• Demonstrated capability in establishing executive-level customer relationships and navigating complex stakeholder environments.

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

• Experience in managing escalations and resolving intricate customer challenges.

• A minimum of three years of experience in people leadership, overseeing customer success, account management, or sales teams.

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

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

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

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

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

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

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with matching contributions.

• Employee Share Purchase Plan.

• Wellness platform with 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 and Hospital Indemnity coverage.

• Bonding and family care leaves.

• 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 year to engage in Employee Resource Groups and volunteer with a charity of your choice.