Director of Customer Success
New
F
First DueSaaS / EMS Software
Remote - US OnlyFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or related roles; 2+ years of experience managing or mentoring customer-facing teams
- Required Skills
- Account ManagementProcess improvementSaaS
Requirements
- 5+ years of experience in Customer Success, Account Management, or related roles.
- 2+ years of experience managing or mentoring customer-facing teams.
- Proven experience managing complex customer portfolios.
- Demonstrated ability to drive retention and growth in a SaaS environment.
- Excellent communication, coaching, and leadership skills.
- Metrics-driven approach to customer success.
Responsibilities
- Manage a team of Customer Success Managers supporting a large portfolio of customers.
- Provide ongoing coaching to improve customer engagement, product adoption, and commercial outcomes.
- Oversee the health and performance of customers across the U.S. & Canada.
- Ensure consistent execution of the customer lifecycle, including onboarding, adoption, and renewal readiness.
- Manage team KPIs including GRR, NRR, churn, and expansion rates.
- Establish an operating cadence including weekly meetings and quarterly planning.
- Operationalize and scale customer success strategies and playbooks.
- Partner with Sales, Support, and Product teams.
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