Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding).
Own renewal metrics and revenue retention (GRR) across both product lines.
Develop and execute strategies to reduce churn, improve renewal rates, and identify expansion opportunities within the existing customer base.
Oversee the CSM team responsible for driving product adoption and measurable customer outcomes.
Partner with Product and Engineering to stay ahead of platform changes and ensure your team can communicate value effectively.
Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live.
Define and track team KPIs including renewal rates, CSAT, product adoption, time-to-onboard, and churn.
Provide regular reporting to leadership and proactively surface risks and opportunities.
Build, maintain, and continuously improve CS playbooks, escalation frameworks, and customer engagement cadences for each CSM motion.
Partner closely with Sales, Product, Engineering, Marketing, and Support to represent customer needs, influence product roadmap decisions, and ensure a seamless customer experience across the full lifecycle.
Partner with Talent Acquisition and HR to recruit, hire, and onboard top CS talent.

8+ years of customer success experience
At least 5 years in a people management role
An experienced customer success leader with a proven track record of managing and developing CSM teams in a B2B SaaS environment.
Thrive in a multi-product environment and are comfortable leading teams with distinct but complementary customer success motions — renewal, adoption, and technical onboarding.
Data-driven and use metrics to make decisions, prioritize team focus, and communicate performance to leadership
Strong coach who invests in the development of your team and creates clear paths for growth.
Understand AI-powered products and are energized by the opportunity to lead a team supporting a fast-evolving AI communication platform.
Build strong cross-functional relationships and are comfortable representing the voice of the customer across Sales, Product, Engineering, and Support.
Clear and confident communicator who can navigate difficult customer situations and guide your team through escalations.

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Director of Customer Success

Key skills