Director of Customer Success, East

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Requirements:

• Proven experience in customer success leadership roles within a B2B SaaS environment.
• Expertise in SaaS business models and customer success best practices.
• Deep experience managing Customer Success for self-service and sales-led SaaS solutions.
• Ability to garner insights from customer usage to support value-driven conversations.
• Expertise in negotiating contract terms, renewals, discounts, and churn mitigation.
• Success managing diverse, distributed teams across different geographies and cultures.
• Strong track record of leading teams focused on customer engagement, onboarding, retention, and growth.
• Deep understanding of data-driven decision-making and lifecycle management.
• Exceptional leadership and coaching skills.
• Outstanding communication and presentation skills.

Responsibilities:

• Build, inspire, and lead a customer success team.
• Implement strategies for proactive customer relationships.
• Manage executive sponsorship with top accounts.
• Develop strategies to increase customer revenue retention.
• Optimize customer journey from onboarding to renewal.
• Ensure effective onboarding and product adoption.
• Cultivate a community of customer advocates.
• Leverage data analytics for continuous improvement.
• Recruit and develop a high-performing team.
• Collaborate cross-functionally with Revenue and Product Engineering teams.