Senior Director, Customer Success [Renewals]

📋 Description

• Own the team's renewal ARR targets and NDR goals.
• Define, track, and improve NDR, expansion ARR, and renewal rate.
• Present renewal performance data and insights to ELT and Board.
• Set quotas for CSMs and run rigorous pipeline reviews.
• Identify at-risk accounts early and intervene before churn.
• Build long-term account plans and cross-functional partnerships.

🎯 Requirements

• 8-10+ years leading CS, AM, Sales, or revenue teams.
• Experience with retention and expansion goals.
• Proven quota-carrying; owned renewal/expansion ARR.
• Track record owning NRR in multi-stakeholder accounts.
• Cross-functional leadership; influence senior stakeholders.
• Operational strength; build processes and forecast rigor.
• Business judgment; decisions in ambiguity.
• Analytical; data-driven risk assessment and health metrics.

🎁 Benefits

• Remote-first, fully remote role.
• Health, dental, and vision coverage.
• 401(k) plan.
• Unlimited PTO.
• Stock options and professional development stipend.
• Travel as needed.