Director, Customer Success Management
New
This position is available either in-office or remote, as applicable, at the following locations: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Washington D.C., and Wisconsin.Full-TimeDirector
SalaryBase salary range: $143,500 - $206,500. On Target Earnings (OTE) range: $205,000 - $295,000, 70.00% base/30.00% variable target OTE split.
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Job Details
- Experience
- 8+ years of experience in Customer Success, post-sales, or sales leadership in SaaS; 6+ years of direct client management experience with enterprise-level customers.
- Required Skills
- Microsoft DynamicsSalesforceAccount ManagementCRMCustomer SuccessSaaS
Requirements
- 8+ years of experience in Customer Success, post-sales, or sales leadership in SaaS.
- 6+ years of direct client management experience with enterprise-level customers.
- Track record of owning retention and growth metrics.
- Proven experience building and modeling cohesive account team motions across CS, Sales, and Renewals.
- Demonstrated ability to design, build, and scale global organizations and processes.
- Strong technical and product acumen, including experience with CRM platforms (Salesforce/Dynamics 365) and sales enablement technologies.
- Familiarity with MEDDPICC or comparable sales methodologies.
- Strong executive leadership, decision-making capabilities, and operational rigor.
- High emotional intelligence and a people-first leadership style.
Responsibilities
- Drive adoption, retention, and expansion across the customer base in partnership with Sales, Renewals, and Services leadership.
- Model and coach a cohesive account team approach for CSMs, TAMs, Account Executives, and Renewal Managers.
- Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level stakeholders.
- Lead a team in owning and exceeding a dedicated customer retention target for an assigned strategic portfolio.
- Implement scalable processes, tools, and metrics to drive efficiency, consistency, and predictable outcomes.
- Collaborate with Product, Marketing, and Sales leadership to channel customer insights and drive advocacy.
- Hire, coach, and develop top talent within the CSM organization.
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