Director, Strategic Customer Success - Remote

Overview

The Director of Strategic Customer Success will lead a team focused on driving engagement and upsells while working closely with clients to understand and address their business needs. This role involves collaboration with leadership and product teams to ensure client concerns are prioritized.

In Short

• Build and maintain a high-performing customer success team.
• Drive upsell processes and identify churn risks.
• Provide data insights to improve customer account health.
• Act as a point of escalation for customer issues.
• Collaborate with internal functions to develop engagement strategies.
• Conduct revenue forecast meetings.
• Deliver insights into upsell trends to executive management.
• Mentor team members and negotiate effectively with clients.

Requirements

• 5+ years in a leadership role within a scalable CS function in B2B SaaS.
• Proven track record of exceeding quotas and KPIs.
• Strong organizational and analytical skills.
• Effective communication across all organization levels.
• Experience with global customer success teams.
• Exceptional negotiation and mentoring skills.
• Financial acumen and process management expertise.
• Ability to thrive in a fast-paced environment.

Benefits

• Health insurance coverage (medical, dental, vision).
• Flexible personal and sick days.
• 401k retirement plan.
• Annual education budget and L&D programs.
• Reimbursement for wellness and transportation.
• Virtual team-building activities.