Director of Customer Success
F
FeathrNonprofit Software
This position is remote for candidates located within the United States, Eastern or Central preferredFull-TimeDirector
Salary$125,000 – $150,000 annually, plus an additional $50,000 annual performance bonus.
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Job Details
- Experience
- 3+ years of people management in a team leadership role; 6+ years in customer success, account management, and SaaS team experience.
- Required Skills
- Data AnalysisPeople ManagementCustomer SuccessSaaSAccount Management
Requirements
- 3+ years of people management in a team leadership role.
- 6+ years in customer success, account management, and SaaS team experience.
- Experience running a Customer Success function, or leading on a CS team, at a tech platform.
- A track record of leading teams against revenue goals like GRR, NRR, and renewals.
- Strategic leadership skills to develop and execute comprehensive account management plans.
- Demonstrated success in leading and mentoring a team of account managers.
- Analytical skills to use data for forecasting renewals, spotting trends, and addressing risk.
- Strong communication skills for building alignment with customers, peers, and executives.
Responsibilities
- Lead Feathr’s Customer Success teams against revenue goals.
- Establish strategic success plans as the standard for how your team manages customer relationships.
- Use product usage and engagement data to identify adoption risks and expansion opportunities.
- Coach managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
- Serve as an escalation point and join key customer calls.
- Report clearly on retention, renewals, and progress toward key targets.
- Hire for the team and build its onboarding and training programs.
- Collaborate with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey.
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