Director of Customer Success (Retention and Growth)
New
J
JobgetherGovernment technology
Fully remote within the United StatesFull-TimeDirector
Salary98,500 - 183,000 USD per year
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Job Details
- Experience
- At least 10 years of experience in customer success, account management, sales, or another closely related customer-facing leadership function. At least 3 years of people-management experience is preferred.
- Required Skills
- People ManagementCustomer SuccessAccount Management
Requirements
- At least 10 years of experience in customer success, account management, sales, or a closely related customer-facing leadership function.
- Demonstrated success leading teams accountable for customer retention, renewals, revenue growth, or account expansion.
- At least 3 years of people-management experience is preferred.
- Experience forecasting revenue and managing performance against commercial targets.
- Ability to establish and maintain executive-level customer relationships across complex stakeholder environments.
- Experience managing customer escalations and resolving complex commercial or operational challenges.
- Experience building or formalizing customer success organizations and implementing scalable processes is preferred.
- Experience in government technology, public-sector technology, SaaS, payments, or citizen-services environments is preferred.
- Experience with state, local, or municipal government customers is advantageous.
- Knowledge of subscription-based and contract-based revenue models is preferred.
- Experience leading customer success transformation, process improvement, or organizational change initiatives is beneficial.
- Strong coaching, leadership, communication, presentation, analytical, and stakeholder-management skills.
- A bachelor's degree in business, marketing, management, or a related field is preferred; equivalent education and relevant professional experience may be considered.
- Ability to work remotely within the United States and travel regularly to customer locations, industry events, and internal meetings.
Responsibilities
- Lead, coach, and develop a team of five Customer Success Managers.
- Build and implement strategies for renewals, retention, account expansion, and long-term customer value.
- Establish scalable processes, role definitions, operating standards, and best practices.
- Own team performance against renewal, retention, and expansion revenue targets, including forecasting and pipeline visibility.
- Identify and pursue appropriate upsell and cross-sell opportunities within existing accounts.
- Monitor customer health indicators, revenue data, and account trends to identify risks and opportunities.
- Develop relationships with senior government stakeholders and executive sponsors.
- Lead executive business reviews, strategic planning discussions, major renewals, negotiations, and expansion initiatives.
- Manage critical customer escalations and develop resolution and recovery plans.
- Collaborate with implementation, product, support, operations, and executive teams to improve customer experiences and adoption.
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