Director of Customer Success

Job Summary

To build and lead a strong Customer Success function, the full-time salaried Director of Customer Success will manage the customer journey from onboarding to renewal, establish operational models, and develop a high-performing team in a remote setting.

Key Responsibilities

• Own the Customer Success strategy with a focus on retention, ensuring a seamless customer lifecycle from onboarding to renewal
• Establish standards for implementation quality and customer engagement while creating frameworks for risk identification and escalation
• Build and lead a Customer Success team, setting performance standards and fostering a culture of accountability and continuous improvement

Required Qualifications

• 8+ years of experience in Customer Success or related fields, with significant leadership experience in customer-facing teams
• Proven track record of building or improving Customer Success functions, including processes and metrics
• Strong understanding of Customer Success best practices, including retention and renewal forecasting
• Demonstrated ability to use data for decision-making and risk prediction
• Excellent communication skills with the ability to influence stakeholders and navigate complex environments