Director, Customer Success

📋 Description

• Lead and develop a team of Customer Success Managers (North America) to foster a customer-centric culture and drive performance.
• Drive regular business reviews with tiered engagement strategies based on customer needs.
• Establish and enforce a risk/renewal framework with indicators two quarters before renewal.
• Coach CS leadership to act as revenue stewards and enable expansion conversations pre-renewal.
• Collaborate with Sales, Professional Services, Support, and Marketing to identify growth opportunities within your customer base.
• Track core CS metrics (renewal rate, growth, customer health, sentiment) using leading/lagging indicators.

🎯 Requirements

• 8+ years of customer success or account management experience; at least 3+ years of people management.
• In-depth understanding of CRM software and the B2B SaaS industry.
• Demonstrated ownership of a renewal forecast exceeding $13M and growth forecast exceeding $2.5M ARR.
• Experience driving continuous improvement initiatives, implementing best practices, and advocating for product enhancements.
• Demonstrated success monitoring and analyzing customer health metrics, usage patterns, and feedback.
• Experience generating reports, dashboards, and insights on CS metrics, retention, renewal forecasts, and revenue growth.
• Bachelor's degree in Business, Marketing, or a related field.
• CRM/ERP/Marketing Automation-centric customer success or account management experience.

🎁 Benefits

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)
• Discounted Pet Insurance (Embrace Pet Insurance)
• Corporate Benefit Program (Working Advantage). This benefit offers exclusive travel and entertainment offers and discounts
• Health and Wellness Reimbursement Program