Director of Customer Success

Relo Metrics is an AI-powered, fast-growing, global SaaS company that helps clients optimize the value of their sports sponsorship investments. The Director of Customer Success will lead the Sports Customer Success organization, managing strategic enterprise accounts and driving customer retention, expansion, and engagement strategies.

Responsibilities:

• Lead and manage the Customer Success team, setting functional goals and remaining fully accountable for group performance and customer satisfaction
• Contributes to and executes the strategic plan for the function. Track and drive progress against a long-term, function-specific roadmap that aligns with company financials and product adoption goals
• Recognize operational weaknesses or roadblocks within the CS journey, identifying opportunities to improve the quality, velocity, and efficiency of the team's work
• Maintain direct ownership of a portfolio of strategic enterprise accounts, serving as the executive sponsor and primary relationship leader
• Build trusted advisor relationships with senior client stakeholders, driving long-term engagement, adoption, retention, and growth
• Lead account planning and executive business reviews for key customers, aligning client objectives with measurable business outcomes
• Proactively identify expansion opportunities and execute account growth strategies
• Act as the escalation point for high-priority client situations while ensuring successful resolution and relationship preservation
• Own the Customer Success contribution to company revenue objectives, with direct accountability for retention, renewals, and expansion outcomes
• Develop and implement scalable renewal and upsell motions across the customer lifecycle
• Contribute to improving account health frameworks and risk mitigation strategies to proactively reduce churn
• Drive disciplined forecasting and reporting on renewals, retention, expansion opportunities, and revenue risks
• Work across organizational functions to maximize customer value and revenue growth
• Proactively identify, attract, and retain top talent to build out the Customer Success team
• Role model inclusive management practices, company values, and resilient behavior through times of change or challenge
• Manage and mentor team performance. Conduct regular performance reviews, providing the continuous coaching needed to ensure the team meets its metrics
• Act as a senior escalation point and voice for key accounts, ensuring premium client success and retention
• Own and drive team performance against revenue-based KPIs, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, expansion revenue, churn, and product adoption metrics