Role Overview

Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals
Transform operations by implementing data-driven processes, playbooks, and success frameworks
Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement
Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs
Build a high-performance culture focused on customer outcomes, accountability, and continuous learning
Establish clear goals, performance metrics, and career development paths for team members
Lead a team of four customer success and customer support representatives
Optimize customer segmentation, engagement models, and resource allocation strategies
Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights
Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes
Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities
Own executive relationships with key accounts and serve as an escalation point for complex customer situations
Conduct regular business reviews and strategic planning sessions with customers
Gather customer feedback and insights to inform product roadmap and go-to-market strategies
Serve as the voice of the customer internally, advocating for improvements across the organization

Requirements

7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS
3+ years in leadership positions, managing and developing high-performing teams
Proven track record of improving retention rates, driving expansion, and optimizing CS operations
Experience building scalable processes and implementing CS best practices in a growth-stage environment
Strong understanding of SaaS metrics, customer health scoring, and data-driven decision making
Prioritizing candidates in ET and CT given overlap with existing team working schedules

Skills & Competencies

Strategic thinker with strong execution capabilities and attention to detail
Excellent communication and presentation skills with the ability to influence at all organizational levels
Data-driven approach to problem-solving with proficiency in CS platforms and CRM systems
Strong business acumen with ability to connect CS activities to revenue outcomes
Change management expertise with a track record of successfully transforming operations
Collaborative mindset and ability to work cross-functionally in a remote environment

Travel

Ability to travel for on-site, in-person leadership meetings five times per year

Benefits

This is a full-time position where salary and equity will be based on experience; compensation will range from $170,000 to $210,000 USD per year.
TestAssure offers employees a comprehensive benefits package including health insurance and a 401k / retirement plan with matching contribution.

The Brydon Group

Open Positions (1)

Customer Service

Director of Customer Success