Director of Professional Services

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

📋 Description

• Report directly to the CEO and spearhead the strategy and implementation of customer success initiatives.

• Take ownership of customer satisfaction and retention across our global clientele.

• Manage gross and net revenue retention while developing strategies to minimize churn across various regions and segments.

• Develop a customer health scoring model that incorporates product usage, support activities, engagement metrics, and renewal indicators.

• Proactively identify at-risk accounts and coordinate save plans with internal teams.

• Conduct a regular customer feedback program, such as NPS or CSAT, and translate results into actionable insights.

• Act as the executive point of contact for key accounts and handle escalations.

• Design and deliver customer training through webinars, live sessions, office hours, and on-demand resources.

• Emphasize underutilized features and modules that meet customer needs.

• Construct customer lifecycle touchpoints, including onboarding follow-ups, periodic business reviews, and updates on releases.

• Collaborate with Marketing on customer-facing content, case studies, and testimonials.

• Discover expansion opportunities through training sessions, account evaluations, and usage data analysis.

• Partner with Sales and leadership to create an upsell strategy, encompassing lead criteria, handoff procedures, and follow-up expectations.

• Monitor Customer Success-generated expansion leads and report on their conversion to closed revenue.

• Assist Sales during expansion discussions without being responsible for closing deals.

• Relay customer feedback, feature requests, and reasons for churn to Product and leadership teams.

• Develop playbooks, processes, and reporting mechanisms for a scalable Customer Success organization.

• Provide reports on retention, churn, health metrics, adoption rates, and CS-generated pipelines.

• Lead, coach, and mentor a small team of direct reports.

• Define team structure, roles, and hiring strategies as the customer base expands.

• Collaborate with Sales, Product, Marketing, Implementation, and Support teams to influence the roadmap and enhance customer value.

⛳️ Requirements

• Proven experience in progressive B2B SaaS customer success roles.

• Several years of experience in team management and development.

• A demonstrated history of improving retention rates and lowering churn.

• Experience in creating customer health scoring models, lifecycle programs, and CS playbooks.

• Ability to design and deliver engaging customer training sessions, both live and on-demand.

• Experience working alongside Sales to identify and transition expansion opportunities while establishing a repeatable upsell process.

• Capability to identify, measure, and report on relevant KPIs, providing data-driven insights.

• Proficiency with CRM and customer success tools, such as Salesforce.

• Ability to leverage product usage data effectively.

• Strong written and verbal communication skills.

• Ability to simplify complex software and technical processes.

• Comfort in interacting directly with executive leadership and customer stakeholders at all levels.

• Willingness to travel approximately 25% as necessary.

• Preferred: experience supporting clients in life sciences, clinical research, healthcare, or other regulated sectors.

• Preferred: familiarity with CTMS, eTMF, or other clinical trial management software.

• Preferred: experience supporting customers across the United States, Europe, and APAC regions.

• Preferred: experience in a private equity-backed or growth-stage organization.

• Preferred: experience in building or scaling a customer success function within a growing software company.

🏝️ Benefits

• Annual performance-based bonus of 20%.

• Equity participation.

• Access to the company's benefits package.

• Flexible remote work arrangement.

• Opportunity to expand the team as the business scales.