Customer Success Director

We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction retention and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle. The ideal candidate is a strong leader with a proven track record in customer success account management and team development within a remote environment.

• Define and execute the overall customer success strategy aligned with company objectives and growth targets.
• Lead mentor and scale a high-performing team of Customer Success Managers (CSMs).
• Oversee the full customer lifecycle including onboarding adoption retention and renewal processes.
• Develop and implement programs to improve customer satisfaction reduce churn and increase lifetime value.
• Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS) customer retention rate and expansion revenue.
• Collaborate with sales product marketing and support teams to ensure a seamless customer experience.
• Act as an executive sponsor for key accounts building strong relationships with senior client stakeholders.
• Analyze customer data and feedback to identify trends risks and growth opportunities.
• Drive customer advocacy initiatives including testimonials case studies and referrals.
• Lead escalation management and ensure timely resolution of critical customer issues.

• Bachelors degree in Business Administration Marketing Communications or a related field; MBA preferred.
• 812 years of experience in customer success account management or client services with at least 35 years in a leadership role.
• Proven experience managing and scaling customer success teams in a SaaS technology or service-based environment.
• Strong understanding of customer lifecycle management and retention strategies.
• Excellent leadership coaching and team development skills.
• Exceptional communication negotiation and relationship management abilities.
• Experience with CRM and customer success platforms (e.g. Salesforce Gainsight HubSpot).
• Data-driven mindset with strong analytical and problem-solving skills.
• Ability to operate effectively in a remote fast-paced and cross-functional environment.

• Strategic Leadership
• Customer Retention & Growth
• Team Development & Coaching
• Data-Driven Decision Making
• Executive Communication
• Cross-Functional Collaboration

• Flexible remote work environment
• Competitive hourly compensation
• Performance-based incentives and bonuses
• Leadership development and career advancement opportunities
• Collaborative and innovative company culture