Director, Mid-Market Customer Success
New
Dscout is proud to support a remote-first workforce and enable employees to work from almost anywhere. At this time, however, we are unable to hire in the following locations: Montana, Hawaii, Alaska, and Washington DC.Full-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 within a SaaS organization; 2+ years directly managing CS or account management teams.
- Required Skills
- SalesforceMarket ResearchCustomer SuccessSaaS
Requirements
- 7+ years of experience in customer success, account management, or consulting within a SaaS organization.
- Proven track record of hitting retention targets.
- 2+ years of direct management experience leading CS or account management teams.
- Deep expertise in CS metrics including NRR, GRR, and account health.
- Strong understanding of risk mitigation workflows and activity-based accountability structures.
- Experience participating in revenue forecasting or cross-functional account planning.
- Strong communication and critical thinking skills with a data-driven mindset.
- Proficiency with tools such as Salesforce, Gong, and Claude Cowork.
- Highly organized and detail-oriented with a passion for 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 customer base.
- Oversee the Mid-Market CS function, guiding the team on platform adoption, training, and coaching.
- Manage, mentor, and inspire a team of 6-8 Lead Research Advisors.
- Serve as executive sponsor for key accounts to cultivate senior-level relationships.
- Maintain operational discipline regarding activity metrics and Salesforce data hygiene.
- Act as the customer voice internally across Product, Sales, Support, and Engineering teams.
- Partner with internal leadership to refine the customer journey and implement scalable playbooks.
- Lead team and customers through change management and AI adoption initiatives.
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