Senior Director, Customer Success

New

CatchafireNonprofit Technology

Location: United StatesFull-TimeDirector

Salary$150K base; $45K commission

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Job Details

8-10+ years of experience managing and leading Customer Success, Account Management, Sales, or other revenue-facing functions.
Experience managing teams with retention, expansion, or variable compensation goals.
Proven quota-carrying experience; you have owned a renewal or expansion ARR number.
Demonstrated track record of owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts.
Strong cross-functional leadership skills with the ability to influence senior stakeholders.
Demonstrated operational strength, including building processes, improving workflows, and driving forecast rigor.
Strong business judgment and comfort making decisions in ambiguous, evolving environments.
Strong analytical instincts; you use data to identify risk, prioritize effort, and communicate customer health clearly.

Own the team's renewal ARR targets and NDR goals and be accountable for outcomes, not just activity.
Define, track, and improve goals across the portfolio: NDR, expansion ARR, and renewal rate.
Present compelling renewal performance data, customer insights, and strategic recommendations to the ELT and Board.
Establish individual quotas for CSMs and run rigorous pipeline reviews, coaching to close gaps and reinforce high-performance behaviors.
Identify at-risk accounts early and lead intervention strategies.
Manage, coach, and develop a team of 4 Customer Success Managers.
Lead cross-functional alignment across Sales, Marketing, Product, and executive stakeholders to improve retention and expansion.
Partner with the Product team to bring the partner perspective into roadmap planning.

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