Director of Customer Success

Job Summary

Leading a dedicated team of Customer Success Managers, the full-time salaried Director of Customer Success will drive high-touch engagement strategies to enhance customer adoption, satisfaction, and retention for churches and nonprofits in a remote work environment.

Key responsibilities

• Drive strategy and execution for high-touch customer engagement across the customer success team
• Own and improve key KPIs related to product adoption, customer retention, and satisfaction
• Collaborate with cross-functional teams to deliver a connected customer experience and operationalize customer feedback

Required qualifications

• MBA or Master's Degree preferred; Bachelor's Degree with relevant Customer Success Certification(s) accepted
• 5+ years of experience in Account Management, Customer Success, or Growth at a company with a usage-based pricing model
• 2+ years of experience leading customer-facing teams with measurable performance metrics
• Strong background in high-touch customer engagement and success planning
• Familiarity with tools like Salesforce, Gong, and customer health scoring frameworks