Director, Customer Success

• Develop, manage, support, and grow a team of CSMs and ensure they have the knowledge, tools, and processes in order to service our customers and grow their careers in a rapidly growing SaaS company.
• Motivate and manage the team to achieve customer onboarding, adoption, retention, and expansion goals.
• Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization.
• Forecast renewals and expansion, and predict customer health.
• Meet or exceed Gross and Net Retention targets.
• Drive KPIs/success criteria, measure results, and report outcomes to senior stakeholders.
• Provide guidance in account planning and renewal strategy development.
• Measure and make process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, and Expansion.
• Lead the identification, deployment, and adoption of critical processes and tools.
• Works on complex issues that are not always clearly defined, aligning business objectives with functional plans and outcomes.
• Identify strategies and assets to create a scalable team that delivers and enables positive business outcomes and customer value creation.
• Develop and/or optimize the Customer Journey to ensure customer satisfaction and long-term retention.
• Partner with Marketing, Product, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth.
• Engage with Senior Leadership to present cohesive strategies and measurable outcomes to gain agreement and budget.

• Bachelor’s Degree in Business Administration or similar field of study, or commensurate experience required.
• Fifteen or more years of experience in customer-facing roles in Customer Success, Professional Services, and/or Customer Support.
• Five or more years of leadership experience in a CSM team at a B2B SaaS company.
• In-depth experience with Onboarding, Renewals, Expansion processes, and tracking.
• Strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Experience creating reports, analyzing data trends, and following forecasting processes.
• Experience working with customer relationship management tools and case management solutions (Planhat/Salesforce) required.

Pay range: $70K - $113K

• Excellent PTO program
• Great health benefits
• Casual and friendly environment
• Remote work
• Leadership team that supports personal and professional growth