Director of Customer Success
Job Summary
Leading a team of Customer Success Managers, the full-time Director of Customer Success will drive net revenue retention through strategic engagement and program development while working remotely.
Key responsibilities
- Own and optimize the customer success strategy for SMB and mid-market clients, balancing digital engagement with personalized interactions
- Design and manage customer journeys across onboarding, adoption, renewal, and expansion, utilizing health scoring frameworks and automated outreach
- Lead and mentor a team of Customer Success Managers, driving key performance indicators and reporting outcomes to leadership
Required qualifications
- 7+ years of experience in Customer Success, CS Operations, or Growth roles
- 3+ years of experience leading customer-facing teams in a scaled or digital environment
- Proven track record of improving net revenue retention in a SaaS or digital health business
- Strong familiarity with customer success platforms such as Gainsight, Totango, or ChurnZero
- Experience in fast-growing or startup environments with evolving processes
Complete Job Description
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