Director, Customer Success Management

Job Summary: 

We are seeking a strategic and customer-focused Director of Customer Success Management to lead and scale our Customer Success team. This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management. You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle. 

Key Responsibilities: 

Strategic Leadership: 

• Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction. 

• Define key performance indicators (KPIs) and success metrics for the Customer Success function. 

Team Management & Development: 

• Lead, mentor, and grow a high-performing Customer Success team. 

• Establish career paths and professional development plans for CSMs. 

Customer Engagement: 

• Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience. 

• Foster strong relationships with key customers, serving as a senior escalation point when needed. 

Revenue Retention & Growth: 

• Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities. 

• Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded. 

Process & Systems Optimization: 

• Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce). 

• Create scalable playbooks and success plans to support the customer journey. 

Voice of the Customer: 

• Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership. 

• Analyze customer data and trends to improve product adoption and customer experience. 

Qualifications: 

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred). 

• 8–10+ years of experience in Customer Success, Account Management, or related field. 

• 3–5+ years of experience in a leadership or management role. 

• Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment. 

• Strong interpersonal, communication, and presentation skills. 

• Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce). 

• <