Director, Customer Success Management
New
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., Wisconsin - RemoteFull-TimeDirector
Salary not disclosed
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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
- SalesforceCustomer SuccessSaaS
Requirements
- 8+ years of experience in Customer Success, post-sales, or sales leadership within the SaaS industry.
- 6+ years of direct client management experience with enterprise-level customers.
- Demonstrated ability to design, build, and scale global organizations and processes.
- Proven track record of owning retention and growth metrics, including commercial execution.
- Experience building and modeling cohesive account team motions across CS, Sales, and Renewals.
- Strong executive leadership, decision-making capabilities, and operational rigor.
- High emotional intelligence and a people-first leadership style.
- Expertise in SaaS business metrics, lifecycle dynamics, and challenges.
- Proficiency with MEDDPICC or comparable sales methodologies.
- Strong technical acumen with CRM platforms (Salesforce/Dynamics 365) and sales enablement technologies.
- Excellent communication and storytelling skills for influencing stakeholders and C-suite engagement.
Responsibilities
- Lead and mentor a high-impact team of Customer Success Managers for Enterprise and Strategic customer segments.
- Drive execution and strategic account management to ensure customers achieve maximum platform value.
- Partner with Sales, Renewals, and Services leadership to align on adoption, retention, and expansion initiatives.
- Provide executive sponsorship for strategic accounts and engage with C-level stakeholders.
- Ensure the team maintains deep platform expertise and utilizes a cohesive account team approach.
- Manage retention targets, renewal validation, and forecasting for the assigned portfolio.
- Collaborate cross-functionally with Product, Marketing, and Operations to drive customer outcomes and innovation.
- Build scalable processes, metrics, and tools to ensure team efficiency and consistency.
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