Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success Enablement to lead and transform customer success initiatives.

Key Responsibilities

• Set vision and lead execution of customer success enablement strategies focused on value realization and retention
• Co-own GRR and NRR metrics, implementing systems to track customer health scores and deploying interventions for at-risk accounts
• Develop ROI frameworks and success metrics, and refine the QBR process for key accounts to drive strategic alignment with customer goals

Required Qualifications

• 12+ years in customer value-focused roles such as customer success, professional services, or management consulting
• Proven ability to reduce churn and drive customer retention in a B2B SaaS environment
• Exceptional program management skills with the ability to manage complex cross-functional initiatives
• Analytical mindset with proficiency in using data for decision-making and familiarity with Customer Success software
• Excellent communication and presentation skills, with the ability to engage with C-level executives