Senior Director, Customer Success – Renewals

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

📋 Description

• Take ownership of the team's renewal Annual Recurring Revenue (ARR) targets and Net Dollar Retention (NDR) goals, ensuring accountability for outcomes rather than merely activities.

• Define, monitor, and enhance objectives across the portfolio, including NDR, expansion ARR, and renewal rates.

• Deliver persuasive renewal performance metrics, customer insights, and strategic suggestions to the Executive Leadership Team (ELT) and Board with clarity and confidence.

• Set clear individual quotas for Customer Success Managers (CSMs) and conduct thorough pipeline reviews, providing coaching to close performance gaps and reinforce high-performance behaviors.

• Proactively identify accounts at risk; lead and implement intervention strategies before risks escalate to churn.

• Discover and activate pathways for expansion beyond renewals, such as partner referrals, case studies, peer gatherings, and thought leadership visibility.

• Develop a structured account planning process that fosters long-term strategies for each client relationship, moving beyond mere quarterly renewal management.

• Act as a vital strategic partner to the leadership team, contributing to organizational planning, innovation, and partner impact strategies.

• Advocate for the integration of AI and advanced analytics to gain deeper insights into clients, anticipate their needs, and personalize interactions at scale.

• Represent Catchafire at industry conferences, webinars, and events to enhance customer relationships, broaden our partner network, and uncover opportunities for growth and collaboration.

⛳️ Requirements

• 8 to 10+ years of experience in managing and leading Customer Success, Account Management, Sales, or other revenue-generating functions.

• Experience in managing teams with objectives related to retention, expansion, or variable compensation.

• Proven experience carrying quotas; you have been responsible for a renewal or expansion ARR figure, rather than just supporting one.

• Established track record of owning Net Revenue Retention (NRR) and driving expansion within complex, multi-stakeholder enterprise accounts.

• Strong cross-functional leadership capabilities with the ability to influence senior stakeholders and foster alignment across teams.

• Demonstrated operational strength, including process development, workflow enhancement, and rigorous forecasting.

• Strong business acumen and comfort in making decisions within ambiguous and evolving environments.

• Strong analytical skills; you utilize data to identify risks, prioritize efforts, and clearly communicate customer health to internal stakeholders.

🏝️ Benefits

• Health, dental, and vision coverage

• 401k

• Unlimited Paid Time Off (PTO)

• Stock options

• Professional development stipend