Director of Customer Success

Director of Customer Success – East Coast

About the Role

We are seeking a strategic and customer-focused Director of Customer Success to lead and scale our East Coast customer success organization. This leader will be responsible for driving customer outcomes across onboarding, adoption, retention, expansion, and advocacy for a portfolio of enterprise and strategic accounts.

The ideal candidate is a strong people leader with deep SaaS customer success experience, executive presence, and a passion for building long-term customer relationships. You will work cross-functionally with Sales, Product, Support, and Marketing to maximize customer value and drive sustainable revenue growth.

Key Responsibilities

Customer Success Leadership

• Lead, mentor, and develop a high-performing team of Customer Success Managers across the East Coast region.
• Establish and monitor team KPIs focused on customer retention, adoption, and satisfaction.
• Foster a customer-centric culture centered on measurable business outcomes.
• Drive operational excellence through scalable processes, playbooks, and performance management.

Customer Relationship Management

• Serve as an executive sponsor for strategic and enterprise customer accounts.
• Build trusted relationships with customer stakeholders and executive leadership.
• Develop customer success plans aligned with customer business objectives and ROI goals.
• Proactively identify risks and partner with internal teams to drive issue resolution.

Revenue Retention & Expansion

• Partner with Sales and Account Management teams to support renewals and uncover growth opportunities.
• Monitor customer health metrics and implement proactive churn mitigation strategies.
• Drive key metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue.

Cross-Functional Collaboration

• Collaborate closely with Product and Engineering teams to advocate for customer needs and influence roadmap priorities.
• Partner with Marketing to develop customer advocacy programs including references, case studies, webinars, and events.
• Coordinate with Support and Professional Services teams to ensure seamless customer experiences.

Strategic Operations

• Implement scalable customer lifecycle programs for onboarding, adoption, and engagement.
• Utilize CRM and customer success platforms to analyze customer health and forecast retention risks.
• Deliver customer insights and business reviews to executive leadership.
• Continuously improve customer success workflows and operational efficiency.

Qualifications

• 8 years of experience in Customer Success, Account Management, Customer Experience, or related customer-facing leadership roles.
• 3 years leading Customer Success teams in a SaaS or technology environment.
• Demonstrated success driving customer retention, expansion, and satisfaction metrics.
• Experience managing enterprise and strategic customer relationships.
• Strong analytical and operational skills with proficiency in Salesforce, Gainsight, HubSpot, or similar platforms.
• Exceptional communication, presentation, and executive stakeholder management skills.
• Proven ability to collaborate cross-functionally and influence organizational alignment.
• Bachelor’s degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Experience supporting customers across the East Coast market.
• Background in B2B SaaS, AI, cybersecurity, fintech, healthcare tech, or enterprise software.
• Experience scaling Customer Success organizations in high-growth environments.
• Familiarity with recurring revenue and subscription-based business models.

Success Metrics

• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Product Adoption & Usage
• Renewal & Expansion Performance
• Team Engagement & Retention

Compensation & Benefits

• Competitive base salary performance bonus
• Equity opportunity
• Comprehensive medical, dental, and vision insurance
• Flexible PTO
• 401(k)