Director of Success

About This Role

This role will own the post-onboarding stage for mid-market enterprise and strategic accounts, focusing on driving long-term retention, product adoption, and customer satisfaction. The Director of Success will lead three specialized teams to ensure successful product implementation across all levels of large organizations.

Responsibilities

• Take full responsibility for customer success post-onboarding, driving adoption, retention, and engagement across mid-market and strategic accounts
• Manage and mentor three teams focused on ensuring smooth product implementation and customer success across key accounts
• Foster a high-performing team environment through clear communication, empowerment, and development
• Focus on driving retention, gross retention, and expanding customer relationships through strategic and tailored engagement
• Leverage deep expertise in large-scale product implementation to guide organizations from the C-suite level to the end-user
• Own the customer journey post-onboarding to ensure a smooth transition into long-term success
• Track and report on key success metrics, including retention rates, gross retention, and product adoption rates
• Collaborate with Sales, Marketing, and Product teams to integrate customer feedback and insights into future product improvements and customer strategies
• Drive continuous improvement in customer success processes, ensuring efficiency, scalability, and alignment with broader company goals
• Build strong relationships with key customer stakeholders, becoming a trusted advisor and advocating for customer needs

Requirements

• 3-5 years managing Customer Success teams, preferably in SaaS enterprise roles
• Extensive experience implementing products in large organizations
• Proven success in managing large, complex customer relationships and improving customer retention and product adoption
• Strong leadership skills, with a focus on mentoring and developing team members
• Strategic mindset with ability to solve problems at scale
• Ability to build strong relationships and engage in direct customer interactions

Qualifications

• 3-5 years in managing Customer Success teams, preferably in a SaaS environment with strong experience in enterprise customer success roles

Benefits