Director, Customer Success Management
New
E
EvenUpLegal technology
Remote-USFull-TimeDirector
SalaryUS - Remote: $180K – $215K • Offers Equity
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Job Details
- Experience
- 5+ years of management experience in Customer Success or Technical Account Management; 2+ years in a second line management role
- Required Skills
- Team managementCustomer SuccessSaaS
Requirements
- Have 5+ years of management experience in Customer Success or Technical Account Management.
- Have 2+ years of experience in a second-line management role.
- Have experience scaling CSM operations across multiple segments, including scaled or tech-touch SMB and strategic account planning and onsite engagement in Enterprise.
- Have experience managing user lifecycles and driving adoption and engagement with SaaS products, including in competitive environments.
- Be comfortable working with senior executives internally and externally and navigating complex client organizations.
- Bring communication and relationship-building skills.
Responsibilities
- Manage CSM Managers and teams across SMB, Mid-Market, Enterprise, and Strategic accounts to deliver quarterly NDR and lead-generation goals.
- Set targeted goals for end-user activation, satisfaction, and retention, and systematically drive team performance.
- Use processes and technology to scale outbound motions, including the rapid release of AI-forward products to a diverse user base.
- Scale and mature the existing function to drive expansion and adoption of major product transitions.
- Hire and ramp contributors through recruiting, training, and pace setting.
- Experiment with and refine lifecycle playbooks to increase value from subscriptions and create opportunities for product cross-sales.
- Partner with Sales, Product, and Marketing leadership to align on customer outcomes, share insights, and drive continuous improvement.
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