Director of Customer Success Management
New
O
Owner.comSaaS / SMB software
This role is 100% remote and can be based anywhere in the United States or Canada.Full-TimeDirector
Salary190,000 - 210,000 USD per year
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Job Details
- Experience
- 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; 3–5+ years leading high-performing CSM teams
- Required Skills
- Account ManagementData analyticsChange ManagementCustomer SuccessSaaS
Requirements
- 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology.
- 3–5+ years leading high-performing CSM teams, including managers and/or senior ICs.
- Proven track record of improving retention and driving expansion in a recurring revenue business.
- Experience operating in high-growth, fast-moving environments.
- Deep understanding of value realization, ROI articulation, and lifecycle management.
- Strong analytical skills with experience managing KPI frameworks and metric trees.
- Active use of AI tools and ability to drive AI-augmented workflows in customer success.
- Exceptional talent development and coaching skills.
Responsibilities
- Own and elevate retention outcomes by operationalizing value realization, adoption, and risk mitigation.
- Transform the CSM model toward a proactive, lifecycle-driven engagement framework.
- Recruit, coach, and develop a high-performing team of CSMs and managers.
- Build AI-augmented workflows across the CS motion, including health scoring and predictive analytics.
- Partner with onboarding, support, product, and sales to deliver a seamless post-sale experience.
- Serve as the voice of the customer to influence product roadmaps and GTM strategy.
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