Director, Scaled Customer Success
Remote - USFull-TimeDirector
Salary132,160 - 188,800 USD per year OTE
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years of experience
- Required Skills
- Artificial IntelligenceAccount ManagementCRMCustomer Success
Requirements
- 8+ years of experience in Customer Success, Account Management, or related GTM roles
- 5+ years in a leadership capacity
- Proven experience managing mid-market or commercial segments at scale
- Strong track record of owning and delivering on retention and expansion metrics (GRR, NRR)
- Demonstrated ability to design and implement scalable coverage models and digital customer success strategies
- Deep operational expertise in forecasting, segmentation, and productivity management
- Experience leveraging customer success platforms
- Experience leveraging CRM systems
- Experience leveraging marketing automation tools
- Excellent cross-functional leadership and communication skills
Responsibilities
- Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments
- Partner closely with Sales to drive expansion through structured, scalable motions
- Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix
- Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion)
- Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale levering automated, trigger-based engagement strategies
- Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency
- Build and continuously optimize coverage models (high-touch, pooled, and digital)
- Hire, develop and lead an inclusive, engaged, and high performing team
View Full Description & ApplyYou'll be redirected to the employer's site
