Director of Success

About This Role

This role will own the post-onboarding stage for mid-market and strategic accounts, focusing on driving long-term retention, product adoption, and customer satisfaction. The Director will lead three specialized teams, managing customer relationships and optimizing success outcomes.

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
• Drive 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 ensure customer feedback and insights are integrated into future product improvements
• 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 who can effectively advocate for customer needs
• Stay deeply knowledgeable about the market by visiting customers, attending industry events, and maintaining regular engagement with key customer stakeholders

Requirements

• 3-5 years managing Customer Success teams, preferably in a SaaS environment
• Strong experience in enterprise customer success roles
• Extensive experience in 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 the ability to solve problems at scale
• Ability to build strong relationships and have direct customer interactions
• Strong communication skills with the ability to engage with stakeholders at all levels
• Data-driven approach to tracking success metrics and improving processes
• Expertise in scaling customer success operations and managing cross-functional initiatives
• High emotional intelligence

Qualifications

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

Benefits