Director, Customer Success

📋 Description

• Lead and develop a team of Customer Success Managers (North America) to drive a customer-centric
• Drive renewal and growth strategies, manage accounts, and act as first escalation for critical
• Establish a risk identification framework with early-warning indicators ahead of renewals.
• Coach CSMs to operate as revenue stewards and enable expansion conversations.
• Collaborate with Sales, Professional Services, Support and Marketing to identify growth
• Monitor core CS metrics (renewal rate, growth, health, sentiment) to identify trends and reduce

🎯 Requirements

• 8+ years in customer success or account management with at least 3+ years in people leadership.
• In-depth understanding of CRM software and the B2B SaaS industry.
• Proven renewal forecast ownership exceeding $13M and growth forecast exceeding $2.5M ARR.
• Experience driving continuous improvement, implementing best practices, and advocating for product
• Experience analyzing customer health metrics, usage patterns, and feedback to improve satisfaction
• Experience generating reports and dashboards on CS metrics and revenue growth to inform

🎁 Benefits

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)