Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to lead a team and ensure customer satisfaction and revenue retention.

Key Responsibilities

• Lead and develop a team of Customer Success Managers for enterprise and mid-market customers
• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across the assigned portfolio
• Analyze customer feedback and operational trends to drive improvements in customer experience and satisfaction (NPS)

Required Qualifications

• 8+ years of experience in Customer Success or client-facing leadership roles within a technology or managed services environment
• 3+ years of experience managing and developing customer-facing teams
• Proven track record of driving revenue retention and customer satisfaction across a portfolio of accounts
• Strong financial acumen with experience in Net Revenue Retention (NRR) and forecasting
• Technical familiarity with digital transformation and enterprise IT solutions