Director of Customer Success
- 20+ Years Experience
- Full Time
- No of Openings : 1
Job Description
We are looking for a dynamic and experienced Director of Customer Success to lead and scale our customer success team. This role is critical to ensuring customer satisfaction, retention, and expansion by driving engagement, adoption, and advocacy across our client base. As the voice of the customer, you will build scalable processes, define customer lifecycle strategies, and align cross-functional teams to deliver exceptional value throughout the customer journey.
Key Skills
- Bachelor’s or Master’s degree in Business, Management, or a related field.
- 10+ years of experience in customer success, account management, or client-facing roles, with 8+ years in a leadership role.
- Proven track record of managing large customer portfolios and driving retention and revenue growth.
- Deep understanding of customer success metrics and SaaS/recurring revenue models (if applicable).
- Strong executive presence, communication, and relationship-building skills.
- Experience with customer success platforms and CRMs (e.g., Salesforce, HubSpot, Gainsight).
- Comfortable in a fast-paced, high-growth, cross-functional environment.
Responsibilities
Leadership & Strategy:
Build and lead a high-performing Customer Success team across onboarding, account management, and retention.
Define and implement customer success strategy aligned with business goals.
Create a culture focused on delivering value and proactive support to customers.
Customer Retention & Growth:
Own key metrics such as Net Retention Rate, Churn, NPS, and CSAT.Drive initiatives to improve customer onboarding, engagement, renewal, and upsell opportunities.
Build executive relationships with key clients and act as an escalation point for critical accounts.
Customer Journey Management:
Design and optimize the end-to-end customer journey including onboarding, QBRs, renewals, and advocacy.
Develop playbooks and frameworks to improve consistency and scalability.
Leverage customer health scores and usage analytics to drive proactive engagement.
Cross-Functional Alignment:
Collaborate with Sales, Product, Marketing, and Support to ensure a unified customer experience.
Feed customer insights back to product and engineering for continuous improvement.
Partner with Revenue teams to identify growth opportunities within the existing customer base.
Team Development & Operations:
Recruit, train, mentor, and grow a team of Customer Success Managers and Account Managers.
Implement tools and systems (e.g., Gainsight, Totango, Salesforce) to manage success at scale.
Provide regular reporting to leadership on customer health, risks, and team performance.