Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to lead client engagement, retention, and expansion across its customer base.

Key Responsibilities

• Lead the customer success team to enhance customer satisfaction and long-term growth
• Own and deliver against Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets
• Design and implement structured lifecycle plays for onboarding, adoption, and value realization

Qualifications and Experience

• 8+ years of experience in B2B SaaS Customer Success or Account Management
• Proven ownership of NRR and GRR with a track record of driving retention and expansion outcomes
• Experience leading CS strategy across SMB, Mid-Market, and Enterprise segments
• Strong commercial operator with expertise in pipeline visibility and performance management systems
• Highly analytical and metrics-driven, leveraging automation and scalable systems for improvement