Director of Customer Success

Job Summary

Driving customer success for strategic enterprise accounts, the full-time salaried Director of Customer Success will enhance retention, expansion, and revenue outcomes while managing a multi-million-dollar portfolio in a remote work environment.

Key Responsibilities

• Own and improve gross revenue retention (GRR), net revenue retention (NRR), and churn reduction across assigned enterprise accounts
• Build and maintain executive-level relationships within large customer organizations, orchestrating internal resources to meet account needs
• Apply expertise in hospitality and omnichannel search to deliver tailored solutions and drive customer value

Required Qualifications

• 7-10 years of experience in SaaS, MarTech platforms, or high-growth B2B environments, with substantial experience in the hospitality sector
• Strong knowledge of omnichannel search strategies, including technical SEO, structured data, and AI-driven engagement tools
• Proven track record in account management, focusing on retention and expansion for enterprise accounts
• Hands-on experience with data and analytics to drive decisions related to customer success
• Familiarity with MarTech ecosystems, including CDPs, CRMs, and campaign orchestration tools