Lead and manage a team with 6-10 direct reports.
Recruit, train, mentor, and manage customer success managers and teams to deliver value.
Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth.
Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.
Translate strategy into performance requirements, processes, metrics, and technology.
Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements.
Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value.
Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy.
Perform other duties as assigned.

5 to 7 years in a SaaS environment leading a Customer Success Team.
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
Knowledge of customer service practices.
Technical aptitude and ability to learn software programs.
Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.
Developing and managing customer success programs at scale through automation
Experience in leading both a named portfolio and team-based customer success approach
Experience with Customer Relationship Management software such as Salesforce.
Experience with Tech-CSM solutions such as Gainsight, Totango or others.
Effective communication, presentation and management skills.
Exceptional self-starter skills and ability to manage issues and projects to completion.
Proven leadership, oral/written communication and problem-solving skills.
Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
Ability to explore ways to improve and promote quality, accuracy, and thoroughness.
Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience

Director of Customer Success

Key skills