Senior Director of Customer Success

Job Summary

A company is looking for a Sr. Director, Customer Success to lead customer engagement and retention strategies.

Key Responsibilities

• Own net revenue retention (NRR) and gross revenue retention (GRR) metrics, establishing proactive customer success strategies
• Collaborate with Sales to drive upsell and cross-sell initiatives while defining a land-and-expand strategy
• Lead and develop a team of Customer Success Managers and Support professionals, fostering a culture of accountability and continuous improvement

Required Qualifications

• 7+ years in Customer Success, with at least 4-5 years in a senior leadership role at a B2B SaaS company
• Proven track record of improving NRR/GRR and managing retention and expansion revenue
• Experience in leading and scaling Customer Success teams across mid-market and enterprise segments
• Strong analytical skills with the ability to leverage data for decision-making and accountability
• Proficient in cross-functional collaboration with Sales, Product, and GTM leadership