Director of Customer Success & Onboarding
J
JobgetherSaaS, Hospitality Technology
Based in the United StatesFull-TimeDirector
SalaryBase salary of $160,500–$181,500 USD.
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Job Details
- Experience
- 7–12+ years
- Required Skills
- LeadershipCustomer SuccessSaaSAccount Management
Requirements
- 7–12+ years of experience in Customer Success, Onboarding, or post-sale leadership within a SaaS environment.
- Proven experience building and leading Customer Success and Onboarding organizations of significant scale.
- Track record of owning revenue-related metrics such as NRR, GRR, renewals, or expansion.
- Strong senior-level business leadership skills with the ability to influence without formal authority.
- Hands-on AI experience equivalent to an advanced level of AI fluency, including building or shaping AI-powered tools.
- Must reside in one of the following 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.
- Willingness to travel regularly across North America.
- Experience in hospitality technology or PMS workflows is preferred.
- Experience in a high-growth, international SaaS organization is a plus.
Responsibilities
- Own Customer Success and Onboarding strategy across North America, establishing scalable operating models, coverage structures, playbooks, and escalation processes.
- Lead and develop Customer Success and Onboarding teams, including defining organizational structure, roles, responsibilities, and future hiring needs as the region grows.
- Own North American net revenue retention, including renewals, expansions, contraction, customer health, engagement, and revenue performance.
- Manage the end-to-end onboarding and implementation experience, from contract signature through successful go-live, while maintaining high standards for quality, speed, and consistency.
- Introduce and scale AI-powered capabilities, such as account health scoring and automated risk detection, to improve the efficiency and effectiveness of Customer Success and Onboarding operations.
- Collaborate with Product and Support teams to identify recurring onboarding challenges, close feedback loops, and improve the overall customer experience.
- Serve as the senior customer-facing leader for North America, personally engaging with strategic accounts, escalations, and high-priority implementations when needed.
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