Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Drive renewals through demonstrated business value and measurable performance
Identify and develop upsell and expansion pathways in partnership with Sales
Build structured account growth plans tied to adoption and engagement performance
Ensure contract success criteria are clearly defined, measured, and communicated
Drive product adoption, activation, and sustained engagement
Establish structured Business Reviews tied to measurable KPIs
Create standardized intervention frameworks for underperforming accounts
Act as the execution bridge between Marketing strategy and partner operations
Define and implement customer health scoring frameworks
Build scalable Customer Success processes by segment (strategic vs standard operators)

7+ years in Customer Success, Account Management, or post-sales leadership
3+ years managing Customer Success or Account teams
Direct ownership or accountability for retention and expansion revenue
Experience operationalizing marketing or go-to-market frameworks within customer accounts
Strong understanding of SaaS retention metrics (NRR, GRR, churn, expansion)
Comfort presenting performance data to executive stakeholders
Highly data-driven decision-making.
Preferred Experience
Experience in usage-based or marketplace-driven business models
Exposure to client-facing analytics and ROI storytelling
Experience deploying campaign-based engagement strategies at scale
Background in hospitality, entertainment, gaming, or loyalty ecosystems
Experience building CS functions in Series A–C environments

Director of Customer Success

Key skills