Director of Customer Success (SaaS/TPRM)

We are seeking a Director, Customer Success to lead and scale our Customer Success function, driving customer retention, growth, and long-term partnerships with our Fortune 1000 clients. This role requires a strategic, customer-centric executive with deep experience managing complex, multi-stakeholder relationships in enterprise SaaS. The ideal candidate will own account strategy, executive relationships, customer retention, and renewals. They will optimize account management processes, and build a world-class team focused on customer success, value realization and customer retention.

 Key Responsibilities:

 Account Strategy & Leadership

• Develop and execute a comprehensive account management strategy to drive retention and overall account health across the Fortune 1000 client base.
• Own and drive renewals within existing enterprise accounts.
• Build and scale a high-performing Customer Success Management team, including hiring, coaching, and mentoring enterprise level Customer Success Managers (CSMs).
• Collaborate with Sales, Customer Success, Product, and Marketing to align on account strategies, enhancing customer experience and customer goals.

 Customer Engagement & Retention

• Establish and maintain C-level and senior executive relationships with key enterprise clients to reinforce the strategic value of our solution.
• Lead the Quarterly Business Review (QBR) process, ensuring customers see measurable ROI and long-term value.
• Serve as the main point of contact for escalations and strategic discussions.
• Develop and implement customer success playbooks to maximize adoption, satisfaction, and retention.
• Monitor key account health indicators (e.g., product usage, engagement, satisfaction) and proactively address risks.

• Own the renewal process, negotiating complex, multi-year enterprise agreements.
• Identify expansion opportunities working closely with Sales to maximize lifetime value (LTV).
• Partner with Product to identify new feature opportunities based on customer feedback and evolving needs.

 Operational Excellence & Metrics

• Establish KPIs and OKRs for the Customer Success Management function, measuring renewal rates and customer satisfaction (NPS, CSAT).
• Implement scalable customer success management processes, playbooks, and best practices for Fortune 1000 clients.
• Utilize data-driven insights to refine customer engagement strategies and improve team effectiveness.

Requirements

Experience & Skills

• 15+ years of experience in enterprise account management or customer success within a B2B SaaS environment.
• Proven track record of managing and growing Fortune 1000 accounts, with expertise in complex, multi-stakeholder SaaS deals.
• Strong leadership experience, including building, scaling, and mentoring enterprise customer success teams.
• Deep understanding of enterprise SaaS renewal cycles and customer retention frameworks.
• Exceptional executive presence and ability to engage C-level stakeholders (CIOs, CTOs, CFOs, etc.).
• Strong analytical and operational mindset, with experience in forecasting, CRM tools (Salesforce, Gainsight, etc.), and account health metrics.
• Experience working in industries with highly complex, consultative sales cycles (e.g., fintech, cybersecurity, AI, workflow automation).

Preferred Qualifications

• Experience leading $50mm-$100mm+ ARR account portfolios in an enterprise SaaS environment.
• Expertise in contract negotiation and large enterprise procurement processes.
• MBA or relevant advanced degree preferred but not required.

Benefits

• 100% Employer Paid Medical Insurance options for the Employee and Family
• Paid Maternity and Paternity Leave
• Life and AD&D Insurance
• Long-Term Disability Insurance
• 401K with Company Matching
• Equity Participation
• 4 Weeks of Vacation
• Fully Stocked Kitchens
• Company-Sponsored Charitable Day of Giving Events
• ......and many more!

Aravo Solutions Inc. is registered as an employer in many, but not all, states. If an applicant is not in or able to work from a state where Aravo Solutions Inc. is registered, they may not be eligible for employment. The eligible states include: FL, GA, MA, MO, NC, NH, NJ, NV, OR, PA, SC, TN, TX, AND WA.