Director of Customer Success

Job Summary

Leading a Customer Success team, the full-time Director of Customer Success will oversee the customer lifecycle for Case Management clients, focusing on activation, onboarding, engagement, retention, and revenue expansion in a remote setting.

Key responsibilities

• Define and implement customer journey playbooks to enhance customer engagement and value realization
• Drive customer revenue expansion by aligning Customer Success strategies with Sales and Marketing efforts
• Recruit, mentor, and manage a high-performing Customer Success team, fostering a customer-centric culture

Required qualifications

• Experience in a Customer Success managerial role within a SaaS environment, focusing on revenue retention strategies
• Proven ability to build and execute retention strategies, including risk identification and escalation frameworks
• Strong people management skills with experience leading teams through organizational change
• Demonstrable experience using data to manage Customer Success functions and report on performance metrics
• Professional-grade communication skills, comfortable presenting to C-level executives