Senior Director of Customer Success
New
C
ClearstoryConstruction Tech, SaaS
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years in Customer Success, including 4+ years leading CS teams at B2B SaaS companies
- Required Skills
- Team managementCustomer SuccessAccount Management
Requirements
- 8+ years of experience in Customer Success.
- 4+ years of experience leading CS teams at B2B SaaS companies.
- Experience managing managers and running a multi-segment customer success organization.
- Proven track record of direct ownership of a retention number at a company between $10M–$50M ARR.
- Expertise in building repeatable processes including operating cadences, forecast discipline, onboarding, and QBR programs.
- Demonstrated executive presence with the ability to coach call reviews and present retention strategies to the board.
- High-ownership mindset with accountability for business metrics.
- Experience with construction industry or vertical SaaS is a plus.
Responsibilities
- Own gross and net revenue retention (GRR and NRR) across enterprise, mid-market, and SMB segments.
- Manage a team of 12 CSMs, 1 CS manager, and 2 support agents, including developing the management bench.
- Maintain executive relationships with the company's largest customers.
- Enforce weekly and monthly operating cadences including portfolio reviews, call coaching, QBRs, and onboarding execution.
- Lead cross-functional efforts with Sales for account handoffs and Product for feature feedback and escalations.
- Evolve coverage models and AI-assisted workflows to drive operational efficiency and scalability.
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