Director of Customer Success
Job Summary
Leading a team of Customer Success Managers, the full-time Director of Customer Success will execute the company's strategy for Workforce and Insurance customers, focusing on retention, growth, and optimizing the customer journey while managing a remote team.
Key Responsibilities
- Manage and develop a team of 7 CSMs, driving success through clear KPIs and effective communication
- Own net revenue retention for the enterprise book, identifying opportunities for revenue growth and minimizing churn
- Maintain executive relationships with top customers, serving as a key stakeholder for at-risk accounts and guiding retention strategies
Required Qualifications
- 10+ years of senior Customer Success leadership experience in a fast-paced SaaS environment
- 3-5 years managing a remote, geographically dispersed team
- Bachelor's degree in Business Administration or a related field, or equivalent experience
- Proven track record in leading enterprise-wide strategic customer programs
- Fluency with modern Customer Success platforms and AI-enabled tools for scaling efficiency
Complete Job Description
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