Director of Customer Success

Director of Customer Success

WHY TEXTUS

TextUs on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.

At TextUs, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we’re building the future of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.

We’re seeking a data-driven, customer-obsessed Director of Customer Success to lead our high-performing team of Customer Success Managers (CSMs). This leader will be responsible for owning customer retention, driving expansion opportunities, and building scalable systems to elevate the post-sale customer experience. You’ll work cross-functionally with Sales, Marketing, Product, and Support to ensure our customers achieve measurable outcomes through their use of TextUs.

RESPONSIBILITIES

• Retention & Expansion Strategy
• Own and optimize the customer lifecycle to reduce churn and drive Net Revenue Retention (NRR).
• Define and implement playbooks and QBR cadences that help CSMs uncover expansion opportunities and mitigate risk.
• Forecast churn and expansion revenue accurately and report KPIs regularly to the executive team.
  
  
• Team Leadership & Development
• Hire, train, and develop a team of high-performing CSMs.
• Set clear performance expectations, coach toward outcomes, and implement compensation strategies aligned with retention and growth goals.
  
  
• Collaboration & Enablement
• Partner with Sales to ensure a smooth handoff and account growth coordination.
• Collaborate with Product and Marketing to translate customer feedback into actionable insights.
• Work closely with Support to identify patterns and proactively reduce support-driven churn.
  
  
• Data & Insights
• Build dashboards and reports to track customer health, usage trends, and team performance.
• Leverage data to proactively address at-risk accounts and identify upsell opportunities.
  
  

 Preferred Qualifications:

• 5–8+ years of experience in Customer Success, with at least 2–3 years in a leadership role in a fast-paced startup environment. 
• Proven track record of improving retention rates and driving expansion within a customer base.
• Experience managing and scaling Customer Success teams, ideally within a high-growth startup environment.
• Strong operational mindset—comfortable with CRM systems (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, Catalyst, ChurnZero), and reporting tools.
• Excellent communication, cross-functional collaboration, and change management skills.
• Deep understanding of SaaS business models, customer lifecycle stages, and customer health metrics.
• Passionate about customer advocacy and building long-term, value-based relationships

WHO YOU ARE

• Customer-Centric – You obsess over delivering value and ensuring your team helps customers succeed.
• Metrics-Minded – You track performance, forecast risk and expansion, and know how to move the numbers.
• Strategic & Hands-On – You can set long-term strategies, but also jump in and coach your team through a tricky renewal or expansion.
• Operationally Excellent – You’ve built or optimized scalable CS processes, from onboarding through renewal.
• Leader & Coach – You develop talent, create accountability, and foster a high-performance, collaborative culture
• Cross-Functional Partner – You can align with Sales, Product, and Marketing and communicate customer needs with clarity.
• Growth-Oriented – You see every renewal as an opportunity for expansion and every customer as a potential advocate.

INTERVIEW PROCESS

• Initial phone call w. Recruiter (45 min via Phone)
• Topics: Culture, logistics, 
• Interview w. Hiring Manager  (60 min via Zoom Video or in person)
• Topics: Culture, skills, role overview