Director of Customer Success

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Requirements:

• Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company.
• Strong strategic thinking skills with experience in designing segmentation, playbooks, and scalable engagement strategies.
• Data-driven mindset, able to define and track metrics such as retention, churn, and customer satisfaction.
• Exceptional communication and collaboration skills for effective teamwork and executive presentations.
• Proven ability to manage complex enterprise relationships, understanding customer dynamics and coaching team members.
• Demonstrated ability to navigate ambiguity and thrive in a fast-paced startup environment, balancing strategic and operational tasks.

Responsibilities:

• Own customer retention goals, ensuring high levels of satisfaction and renewals.
• Identify upsell and cross-sell opportunities, driving additional value for customers and revenue.
• Use customer insights and data to proactively address risks and create strategies for improvement.
• Refine customer segmentation for scalable management of accounts.
• Build and implement standardized playbooks for customer onboarding, engagement, retention, and expansion.
• Lead, mentor, and develop a small customer success team, promoting accountability and learning.
• Establish clear performance metrics and equip team members with needed resources.
• Represent customer voice internally, collaborating with multiple departments to address needs.