Director, Mid-Market Customer Success
New
D
DscoutUX Research SaaS
Remote - USFull-TimeDirector
SalaryA strong and competitive compensation package with a built-in bonus and equity program.
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Job Details
- Experience
- 7+ years in customer success, account management, or consulting; 2+ years directly managing CS or account management teams.
- Required Skills
- SalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 7+ years experience in customer success, account management, or consulting within a SaaS organization.
- 2+ years of direct experience managing Customer Success or account management teams.
- Proven track record of hitting retention targets.
- Deep expertise in CS metrics such as NRR, GRR, and account health.
- Experience with risk mitigation workflows and activity-based accountability structures.
- Experience participating in revenue forecasting or cross-functional account planning.
- Strong communication and critical thinking skills.
- Data-driven mindset with proficiency in tools like Salesforce, Claude Cowork, and Gong.
- Highly organized with a focus on detail and creative problem-solving.
- Background in qualitative, UX, or market research is a strong plus.
Responsibilities
- Improve renewal rates, drive cross-sell revenue, and optimize customer health metrics.
- Develop and execute strategies to retain and expand the mid-market customer base.
- Oversee the Mid-Market CS function, guiding a team of 6-8 Lead Research Advisors.
- Manage, mentor, and coach the team on performance, workload, and high-impact engagements.
- Serve as executive sponsor for key accounts to cultivate senior-level relationships.
- Maintain operational discipline regarding activity metrics, capacity planning, and Salesforce data hygiene.
- Collaborate cross-functionally with Product, Sales, Support, and Engineering to provide customer feedback.
- Partner with RevOps and leadership to refine customer journeys and scalable playbooks.
- Lead the team through change management, including championing AI tool adoption.
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