Director of Customer Success
M
My Secure AdvantageFinancial wellness
Candidates must reside in an MSA eligible state: AL, AZ, CA, FL, GA, ID, IL, KS, MA, MN, MO, NC, NY, OK, SC, TN, TX, & VAFull-TimeDirector
Salary$120,000 - $140,000 base + performance bonus
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Job Details
- Experience
- 5–7 years
- Required Skills
- Customer SuccessAccount Management
Requirements
- 5–7 years in customer success or strategic account management.
- Demonstrated experience building a CS function from the ground up.
- Proven track record managing retention (GRR/NRR) and driving expansion.
- Experience leading and developing teams of Customer Success Managers.
- Experience with executive business reviews.
- Deep understanding of financial wellness, benefits, EAP, HR tech, or fintech B2B2C sectors.
- Ability to navigate conversations with HR and VP-Benefits partners.
- Hands-on leadership approach balancing strategy with direct account management.
Responsibilities
- Build the operating model— segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting.
- Lead the team— coach CSMs and Education Engagement coordinators toward stronger renewals and expansion.
- Own retention and growth— manage gross and net revenue retention across the direct-employer book.
- Stay close to the accounts— personally steward strategic sponsors and lead challenging escalations.
- Connect engagement to ROI— tie member utilization to sponsor renewal and partnership value.
- Represent the sponsor— integrate account insights into Product, Marketing, Coaching, and Growth teams.
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