Director of Customer Success

Job Description: Director of Customer Success 

 

Position: Director of Customer Success

Location: [Location or Remote]

Type: Full-Time

 

About the Company:

We are a rapidly expanding B2B SaaS company that offers cutting-edge solutions to help businesses optimize their operations and scale. Our focus on customer success drives our continued growth, and we are seeking a strategic, results-oriented Director of Customer Success to lead the development and execution of our customer success strategy. This leader will ensure our clients achieve maximum value from our solutions, contributing to high retention, customer satisfaction, and revenue growth.

 

Job Summary:

The Director of Customer Success will lead and manage the Customer Success team, develop long-term strategies for customer engagement, and drive key metrics such as retention, expansion, and customer satisfaction. As a senior leader, you will work closely with cross-functional teams including sales, product, and marketing to ensure alignment on customer needs and business objectives. The role requires a mix of strategic vision, leadership, and a strong understanding of SaaS customer lifecycle management.

 

Key Responsibilities:

• Customer Success Strategy: Define and lead the customer success strategy, focusing on driving customer adoption, retention, and expansion. Ensure alignment with overall business objectives to achieve revenue growth and customer satisfaction goals.

• Team Leadership: Manage and mentor a team of Customer Success Managers (CSMs) and other customer success professionals, providing guidance on account management, onboarding, and customer retention. Foster a high-performance culture focused on customer outcomes and team collaboration.

• Customer Retention & Growth: Develop strategies to reduce churn and increase customer retention. Identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base, working closely with the sales team.

• Customer Advocacy: Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams. Advocate for customers and help drive product improvements based on their feedback.

• Process & Operational Excellence: Implement scalable processes and systems for customer success, including onboarding, training, and ongoing account management. Continuously improve these processes to optimize customer experiences and operational efficiency.

• Performance Metrics: Own and monitor key performance indicators (KPIs) related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), and Net Revenue Retention (NRR). Use data-driven insights to identify risks and opportunities.

• Cross-functional Collaboration: Collaborate with product, marketing, and sales teams to align customer success initiatives with product features, marketing campaigns, and sales targets. Ensure seamless communication and coordination between teams to maximize customer success.

• Executive Reporting: Provide regular reports and insights to senior leadership on customer health, retention forecasts, and growth opportunities. Present customer success metrics and strategies to the executive team.

• Customer Success Culture: Promote a customer-first culture across the company, ensuring that all teams are focused on delivering value and long-term success to customers.

 

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company, with at least 3-5 years in a leadership position.

• Proven track record of driving customer retention, satisfaction, and revenue growth in a SaaS environment.

• Strong understanding of SaaS metrics, customer lifecycle management, and best practices in customer success, onboarding, and adoption strategies.

• Excellent leadership and people management skills with experience leading, developing, and scaling a high-performing customer success team.

• Data-driven mindset with experience analyzing customer success metrics and using insights to make strategic decisions.

• Outstanding communication, interpersonal, and relationship-building skills.

• Proficiency with customer success platforms (e.g., Gainsight, ChurnZero, Totango) and CRM systems (e.g., Salesforce).

• Ability to influence cross-functional teams and drive initiatives that prioritize customer needs and business outcomes.

 

Preferred Skills:

• Experience managing customer success for enterprise or mid-market SaaS clients.

• Expertise in implementing and scaling customer success processes in a fast-growing company.

• Familiarity with SaaS-specific financial metrics like ARR, MRR, and LTV.

• Knowledge of key customer success methodologies (e.g., Success Plans, Health Scoring, Journey Mapping).

 

Compensation & Benefits:

• Competitive base salary + performance-based bonuses.

• Equity/Stock options.

• Health, dental, and vision insurance.

• 401(k) or equivalent retirement plan.

• Paid time off and company holidays.

• Opportunities for career advancement and leadership development.

• Flexible working environment (remote options available).

 

How to Apply:

Please submit your resume and a cover letter to [Email Address]. In your cover letter, highlight your experience in leading customer success teams and driving customer growth and retention in a B2B SaaS environment.