What are the responsibilities and job description for the Customer Success Director position at S-Docs?
Role Purpose:
As a Customer Success Director at S-Docs, you’ll be responsible for ensuring the success, satisfaction, and growth of our enterprise-level customers. This leadership role is pivotal in driving customer retention, expansion, and advocacy by delivering exceptional experiences and measurable business value through the adoption of S-Docs’ document automation and e-signature solutions.
You’ll serve as a strategic advisor to key clients, driving alignment between customer objectives and our technology capabilities. Internally, you will collaborate closely with Sales, Customer Solutions, Product, Marketing, and Support teams to create a seamless customer journey from onboarding and adoption to renewal and expansion.
This role offers the opportunity to shape the company’s growth strategy, enhance the customer experience, and contribute to building a world-class Customer Success organization that drives both client outcomes and company revenue.
Key Job Responsibilities:
- Build and maintain strong, long-term relationships with enterprise clients and executive-level stakeholders, serving as a trusted advisor and strategic partner.
- Conduct regular business reviews to assess customer progress, address challenges, and identify opportunities for growth and expansion.
- Collaborate cross-functionally with Sales, Marketing, Product, and Support to ensure a consistent, high-quality customer experience across every touchpoint.
- Monitor customer health metrics to proactively identify risk and opportunity, improving retention, adoption, and advocacy.
- Establish scalable processes, playbooks, and tools to improve delivery consistency, efficiency, and customer outcomes.
- Partner with Product and Engineering to represent the customer voice and influence roadmap priorities.
- Contribute to forecasting and strategic planning by providing insights on customer adoption, satisfaction, and renewal trends.
An ideal candidate for this position would have the following skills:
- Deep understanding of enterprise software implementation, adoption, and renewal cycles.
- Strong business acumen and the ability to translate customer goals into measurable value.
- Expertise in analyzing customer data and using insights to drive proactive engagement.
- Exceptional executive presence, presentation, and storytelling skills.
- Passion for customer success, innovation, and continuous improvement.
- Ability to balance strategic planning with hands-on leadership and execution.
Experience:
- 8–10 years of experience in Customer Success, Account Management, or Client Services leadership within a SaaS or enterprise software environment.
- Proven record of driving customer satisfaction, retention, and expansion across a complex enterprise client base.
- Exceptional communication and relationship management skills with senior stakeholders.
- Strong analytical and strategic thinking capabilities; comfortable using data to guide decisions and measure outcomes.
- Collaborative, adaptable leader who thrives in a fast-paced, high-growth environment.
Education:
- Bachelor's degree required.
- Advanced degree preferred.
S-Docs Company Specific Information
Location of the Role:
This is a remote role; however, the ideal candidate will be based near Ann Arbor, Michigan and available to work from the office on occasion as needed for team collaboration or company events.
About the Company
S-Docs is a leading cloud-based software-as-a-service (SaaS) document automation product built for the Salesforce and HubSpot platforms. Since our establishment in 2010, we have been providing innovative document creation and e-signature solutions to a diverse range of businesses, from international Fortune 50 companies to startups. Our mission is to simplify document workflow automation to increase productivity, enhance the customer experience, and accelerate business success.