Director of Customer Success & Onboarding
M
MewsHospitality Technology
To be eligible for this position, you must be based in one of the following US states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Wisconsin.Full-TimeDirector
Salary160,500 - 181,500 USD per year
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Job Details
- Experience
- 7-12+ years
- Required Skills
- Customer SuccessSaaS
Requirements
- 7-12+ years in Customer Success, Onboarding, or post-sale leadership in a SaaS environment.
- Proven record of building and leading CS and Onboarding teams of meaningful size.
- Experience leading large-scale, complex implementations and rollouts across multiple stakeholders.
- Track record of owning revenue targets like NRR, GRR, or expansion.
- Strong ability to influence stakeholders and build business cases at a senior level.
- AI Fluency Level 4: hands-on experience building an AI-powered tool or system.
- Ability to travel regularly within North America for customer visits and team meetings.
- Reside in one of the specified US states: AZ, CA, CO, CT, FL, GA, IL, KS, MA, MT, NV, NJ, NY, NC, OH, OR, SC, TN, TX, UT, VT, VA, WA, or WI.
Responsibilities
- Build and run a CS motion that scales across the NA portfolio, including segmentation, coverage models, and playbooks.
- Own NRR for the North America region, including renewals, expansions, and contraction.
- Own onboarding and implementation for NA end to end, from contract signature to go-live.
- Define team structure, roles, and coverage as the NA business grows.
- Own the NA CX strategy, operating plan, priorities, and headcount.
- Shape and integrate AI-powered tools into daily operations, such as account health scoring and automated risk flags.
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