Director of Customer Success Management - Remote

Overview

The strategic and people-first Director of Customer Success Management will lead a team of CSMs responsible for driving customer outcomes, satisfaction, retention, and growth.

In Short

• Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs).
• Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion.
• Design and optimize the customer success playbook, including onboarding and success plans.
• Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance.
• Own key metrics including Net Revenue Retention (NRR) and Gross Retention.
• 15+ years of experience in Customer Success or Account Management.
• 10+ years in a leadership role managing people managers.
• Proven track record in a SaaS or recurring revenue business.
• Strong analytical, operational, and communication skills.
• Proficiency with CS tools like Gainsight and CRM platforms like Salesforce.

Requirements

• Experience using AI tools to build programs at scale (preferred).
• MBA or other relevant advanced degree (preferred).
• Executive presence and ability to influence C-suite customers (preferred).

Benefits

• Salary range of $144,720-$217,080 + Bonus.
• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.