Director of Customer Success

Job Summary

To support a growing customer success function, the full-time Director of Customer Success will define and execute customer success strategies, lead a team of Customer Success Managers, and engage with top-tier clients remotely, ensuring long-term partnerships and retention.

Key responsibilities

• Define and implement a customer success strategy aligned with revenue and retention goals
• Lead and manage a team focused on accountability and continuous improvement
• Serve as the primary point of contact for strategic accounts, conducting quarterly business reviews and managing at-risk accounts

Required qualifications

• 5-8+ years of experience in Customer Success, Account Management, or Client Services with a focus on retention and revenue
• 3+ years of experience managing and developing Customer Success or account management teams
• Experience in cybersecurity, IT services, consulting, or managed services
• Proven ability to drive retention improvement and expand revenue in complex accounts
• Strong executive communication skills and a data-driven mindset with CRM experience