Director of Customer Success

We are looking for a Director of Customer Success to lead the strategic direction and operational execution of the Customer Success function, ensuring strong client adoption, measurable value realization, and long-term retention across the portfolio. The Director of Customer Success is responsible for driving customer health, expansion opportunities, and renewal performance while leading a high-performing Success team that delivers proactive engagement and outstanding client experiences. This role directly contributes to revenue protection, growth, and overall customer lifetime value.

Responsibilities 

• Define and execute a customer success strategy to drive retention, adoption, and expansion across brands.
• Align segment strategy with executive priorities to ensure scalability and operational efficiency.
• Lead, coach, and develop high-performing Success representatives and teams; build succession pipelines.
• Establish scalable lifecycle playbooks for adoption, renewal, and growth.
• Implement health scoring, risk mitigation, and engagement frameworks to improve retention outcomes.
• Partner cross-functionally (Product, Sales, Marketing, Revenue Operations, Finance) to optimize customer experience and identify revenue opportunities.
• Represent the voice of the customer in discussions and strategic planning.
• Own and report on core success metrics (Logo Retention, NRR, NPS, adoption).
• Use analytics to forecast churn, identify trends, and implement proactive retention initiatives.
• Drive operational scale through automation, digital programs, and CRM optimization.
• Lead QBRs and executive reporting, providing data-driven insights and performance recommendations.
• Champion continuous improvement, innovation, and change management across the success landscape
• Ensure compliance with company policies, training standards, and data governance requirements.

Requirements

• 5-7 years of progressive experience in Customer Success, Account Management, or SaaS leadership roles.
• 3 years of experience leading and developing managers in a multi-brand or multi-product environment.
• Demonstrated ownership of retention and revenue metrics, including Net Revenue Retention (NRR), logo retention, and expansion performance.
• Proven experience building scalable lifecycle frameworks, segmentation strategies, and health scoring models.
• Strong analytical capability with experience using CRM and reporting tools (e.g., Salesforce) to drive performance insights and forecasting.
• Experience partnering cross-functionally with Product, Sales, Marketing, Finance, and Revenue Operations.
• Demonstrated ability to lead organizational change and drive operational improvement initiatives.
• Excellent executive communication skills, with experience presenting performance data and strategic recommendations to senior leadership.

Additional Desirable Qualifications

• Excellent written and verbal communication skills
• Excellent time management skills
• Excellent initiative and sound decision-making ability
• Ability to sit for prolonged periods at a desk and work on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to travel as needed.