Senior Director, Customer Success

This is a fully remote position, open to applicants in Colorado, +5 more states.

📋 Description

• Lead and mentor a worldwide team of Customer Success Managers across multiple regions.

• Create standardized models for assessing customer health and engagement throughout their lifecycle.

• Design engagement strategies tailored for Small and Medium Businesses (SMB), Mid-Market, and Enterprise clients.

• Focus on Customer Retention & Growth (NRR) as well as Gross Revenue Retention (GRR).

• Develop and execute scalable, data-driven initiatives and playbooks serving 650K customers across various product lines.

• Utilize digital tools and automation to address low-touch and tech-touch customer segments.

• Formulate strategies and models to enhance high-touch methods for key accounts.

• Assess, choose, and implement Customer Success tools and platforms effectively.

• Collaborate with Product, Sales, Marketing, Support, and Operations to ensure a seamless customer experience.

• Act as the internal advocate for customers, fostering product enhancements and strategic initiatives.

• Construct predictive models and proactive processes for risk mitigation and renewals.

• Provide precise retention forecasts and actionable insights to the executive team and Supervisory Board.

• Develop programs that highlight success stories and encourage engagement.

• Promote customer adoption, retention, satisfaction, value realization, and long-term loyalty.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or similar roles.

• A minimum of 5 years in a global leadership position within a SaaS or cloud software organization.

• Proven track record in managing Customer Success functions at scale (200-$500M ARR).

• Experience in various geographic regions and customer segments.

• In-depth knowledge of managing a multi-product SaaS platform.

• Proficient in navigating complex customer environments.

• Expertise in customer success metrics and strategic planning throughout the customer lifecycle.

• Experience in scaling Customer Success operations.

• Familiarity with implementing customer segmentation models in high-growth or transformation scenarios.

• Strong skills in cross-functional collaboration, particularly with Sales, Product, and Marketing teams.

• Exceptional communication and stakeholder management skills.

• Willingness to travel domestically and internationally approximately 25-30% of the time.

• Must reside in the USA.

🏝️ Benefits

• Competitive salary and bonus structure.

• Flexible paid time off (PTO) and designated holidays.

• 401(k) plan with employer matching contributions.

• Comprehensive health insurance package, including fully employer-paid medical coverage.

• Up to 12 weeks of parental leave.

• Basic life insurance coverage.

• Short-Term and Long-Term Disability insurance, fully paid by the employer.

• Quarterly team-building events.

• Leadership luncheons.

• Companywide “All Hands” meetings.

• Open door policy fostering communication.

• Business casual dress code.

• Opportunities for professional and personal development.

• Adjustments or accommodations during the application and hiring process.