Director of Customer Success

Overview

MS SHIFT is seeking a Director of Customer Success who operates as both a customer advocate and revenue owner. This is not a passive support role — this leader is responsible for driving retention, expansion, and measurable revenue growth across existing accounts.

The ideal candidate is a player-coach who leads from the front, actively engages customers, and enforces a high-performance, KPI-driven culture across the Customer Success team.

Key Responsibilities

Revenue Ownership

• Own customer revenue lifecycle: renewals, upsells, cross-sells
• Drive expansion revenue across modules (Incidents, Patrol, Visitor Management, etc.)
• Identify and close opportunities within existing accounts
• Partner with Sales on strategic accounts and new business transitions

Customer Success Leadership

• Lead and manage a team of Customer Success Managers (CSMs)
• Ensure high customer engagement, adoption, and satisfaction
• Own at-risk accounts and implement recovery strategies
• Build long-term relationships with key stakeholders

Activity & KPI Management (Salesforce-Driven)

• Enforce strict usage of Salesforce across all CS activities
• Track and report on:
• Talk time (target: ~3 hrs/day)
• Meetings booked & conducted (video calls)
• Expansion pipeline & revenue
• Ensure all calls, demos, and follow-ups are logged in real-time
• Maintain clean pipeline visibility and forecasting

Customer Engagement

• Conduct regular calls, video calls, demos, and training sessions
• Ensure every interaction drives value and revenue opportunity
• Maintain consistent follow-up and next-step scheduling

Process & Performance

• Build and enforce standardized CS processes
• Ensure all CSMs are certified on product and demo delivery
• Review demo recordings and coach team for continuous improvement
• Collaborate with Product & Engineering on customer feedback

Requirements

• 7 years in Customer Success, Account Management, or SaaS Sales
• Proven track record of driving revenue from existing customers
• Strong experience with Salesforce (pipeline, reporting, accountability)
• Experience managing and scaling CS teams
• Ability to operate as both strategic leader and hands-on contributor
• Strong communication and executive presence

KPIs & Success Metrics

• Net Revenue Retention (NRR)
• Expansion Revenue (Upsell/Cross-sell)
• Customer Retention / Churn Rate
• Weekly Activity Metrics (calls, demos, meetings)
• Pipeline Growth from Existing Accounts