Director of Mid-Market Customer Success

Job Summary

To drive customer satisfaction and retention in the mid-market segment, the full-time remote Director of Mid-Market Customer Success will oversee a team of Customer Success Managers, focusing on improving renewal rates and optimizing customer health metrics.

Key responsibilities:

• Improve renewal rates and drive cross-sell revenue through data-backed updates on customer health
• Develop and execute strategies for customer retention and expansion, fostering proactive engagement
• Lead and mentor the Customer Success team to enhance platform adoption and customer training

Required qualifications:

• 7+ years in customer success, account management, or consulting within a SaaS organization
• 2+ years of direct management experience in customer success or account management
• Expertise in customer success metrics and risk mitigation workflows
• Experience in revenue forecasting and cross-functional account planning
• Proficiency with tools such as Salesforce and a data-driven mindset