Director, Mid-Market Customer Success
New
Based in the United StatesFull-TimeDirector
SalaryCompetitive compensation package with bonus and equity opportunities.
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisSalesforceAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 7+ years of experience in customer success, account management, consulting, or related customer-facing roles within a SaaS organization.
- 2+ years of direct experience managing Customer Success or account management teams.
- Proven success achieving retention, renewal, and expansion targets in a SaaS environment.
- Strong understanding of customer success metrics including NRR, GRR, account health indicators, and risk mitigation strategies.
- Experience participating in revenue forecasting and cross-functional account planning with Sales and Renewals teams.
- Strong analytical mindset with the ability to use data to identify opportunities and make informed decisions.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to coach, motivate, and develop high-performing customer success teams.
- Highly organized with strong attention to detail and the ability to manage multiple priorities.
- Experience using customer success and business tools such as Salesforce, Gong, Claude Cowork, or similar platforms.
- Strong problem-solving skills with the ability to operate effectively in a fast-paced and evolving environment.
Responsibilities
- Lead and manage a team of Customer Success Managers, providing coaching, mentorship, performance guidance, and strategic direction.
- Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and expansion opportunities.
- Own key business outcomes including renewal rates, net revenue retention, gross revenue retention, customer health metrics, and account growth.
- Participate in revenue forecasting and account planning activities by providing data-driven insights on renewal risks and expansion opportunities.
- Serve as an executive sponsor for strategic accounts, building relationships with senior stakeholders and supporting executive-level business reviews.
- Establish operational discipline across the customer success organization, including activity tracking, utilization goals, Salesforce data quality, and portfolio management.
- Partner with Sales, Product, Support, Engineering, and other teams to represent customer needs and improve customer outcomes.
- Create scalable customer journey frameworks, playbooks, and processes in collaboration with Revenue Operations, Enablement, and Customer Success leadership.
- Guide customers and internal teams through change management initiatives, including adoption of AI-powered tools and new workflows.
- Analyze customer success performance data to identify trends, improve processes, and drive continuous improvement.
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