Director of Customer Success (Retention and Growth)

📋 Description

• Lead, coach, and develop a team of five Customer Success Managers, establishing clear expectations
• Build and implement customer success strategies that support renewal, retention, account expansion
• Establish scalable processes, role definitions, operating standards, and best practices that
• Own team performance against renewal, retention, and expansion revenue targets, including
• Partner with Customer Success Managers to identify and pursue appropriate upsell and cross-sell
• Monitor customer health indicators, revenue data, and account trends to identify risks

🎯 Requirements

• At least 10 years of experience in customer success, account management, sales, or another closely
• Demonstrated success leading teams accountable for customer retention, renewals, revenue growth, or
• At least 3 years of people-management experience is preferred, particularly within customer
• Proven experience forecasting revenue and managing performance against commercial targets.
• Strong ability to establish and maintain executive-level customer relationships across complex
• Experience managing customer escalations and resolving complex commercial or operational challenges.

🎁 Benefits

• U.S. national base salary range of $98,500–$183,000, with geographic differentials in certain
• Comprehensive medical, dental, and vision benefits through a multi-carrier program.
• 401(k) plan with company matching contributions.
• Employee Share Purchase Plan.
• Wellness platform with incentives and Headspace subscription.
• Employee Assistance Program and time-off programs.