Senior Director of Customer Success

The Customer Success team ensures OPEXUS Casepoint customers are thrilled with their solutions and services, while achieving desired business outcomes. The Senior Director of Customer Success leads a team of customer advocates responsible for shaping exceptional experiences throughout their lifecycle. The Sr. Director ensures that the signature Customer Success program and approach drives increased adoption and customer outcomes, secures subscription renewals, and supports expansion. Collaboration is key as this leader works closely with cross-functional departments and peers to achieve shared goals. The Sr. Director has remarkable leadership qualities, brings proven Customer Success operating models, and the ability to thrive in a high-impact organization.

Roles & Responsibilities:

• Establish and evolve a signature Customer Success program, including account segmentation, strategic reviews and health check reports, and expansion coordination, and risk mitigation with Account Management
• Identify and develop team talent, both hard skills and soft skills, by providing coaching feedback and support
• Bring AI capabilities to accelerate and advance Customer Success operations and outcomes through peer collaboration, tooling and training
• Strengthen adoption of solutions to ensure customers are getting value aligned with their program goals and desired outcomes
• Serve as a member of the Senior Leadership Team working with peers to support the Executive Leadership team to achieve collective results for customers and the company
• Liase with Board of Directors members as relevant to share information and gain exposure to investor relations
• Manage with data and educate team members on data fluency in client metrics, operations metrics and company financials
• Develop team onboarding and training plans for effective and efficient ramp to productivity and proficiency
• Transform operations from people-dependent to process- & systems-based frameworks
• Modernize Customer Success tooling, including journey mapping and improvements, Success Plan/Account Review/Executive Business Review templates, KPI identification and tracking, adoption best practices, training needs, and more
• Ensure the satisfaction and success of your teams’ client portfolios as measured via satisfaction and retention rates
• Cultivate stakeholder relationships in client accounts, in industry/vertical, across vendors and partners, and others
• Support team activity to monitor, mitigate and manage at-risk client issues to prevent contraction and churn
• Support team to secure subscription renewals and support expansion opportunities by identifying account-based intelligence and executing client marketing campaign initiatives
• Contribute as a SME to client collateral, including white papers, webinars, events, guides, and other materials
• Serve as an advocate by working cross-functionally to relentlessly represent the voice of the customer
• Live core values and foster an inclusive culture by promoting diversity of thought internally and externally, while modeling smart and healthy leadership practices
• Drive corporate initiatives to promote continuous improvement and achievement of business goals
• Develop your craft by staying current on product knowledge, Customer Success trends, and industry knowledge
• Mentor new and junior employees to cultivate employee experience and growth opportunities

Required Skills and Experience:

• 4-year degree or 7 years of progressive Customer Success experience and 3-5 years of direct people management experience
• Deep understanding of SaaS technology practices with a track record of building a Customer Success program in a SaaS organization
• Gov-tech, Legal-tech SaaS experience strongly preferred
• Private Equity experience strongly preferred
• Proven leadership skills within a team and cross-functionally, demonstrated ability to drive unified company culture and enforce policies & practices
• Demonstrated ability to deliver exceptional customer experiences especially through challenging or complex situations
• Proficiency with Salesforce CRM, Pendo experience strongly preferred
• Experience using industry-standard and company-specific metrics to promote accountability and transparency
• Demonstrated ability to produce story-forward presentations for external and internal sessions
• Ability to develop, maintain, and strengthen relationships with internal and stakeholders
• Can plan strategic initiatives and execute tactics while meeting set timelines

About OPEXUS Casepoint

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

The Washington Post, which named Opexus Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS Casepoint offers the best of all worlds.

OPEXUS Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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