Director of Customer Success
New
J
JobgetherB2B software
Based in the United States, U.S. time zonesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience in Customer Success or a related discipline; at least 3 years of experience managing teams.
- Required Skills
- Artificial IntelligenceData AnalysisTeam managementCustomer SuccessHubSpotReportingCRM
Requirements
- At least 5 years of experience in Customer Success or a related discipline, ideally in B2B software or SaaS.
- At least 3 years of experience managing teams, including recruiting, developing, coaching, and holding employees accountable.
- Demonstrated ownership of customer retention targets and ability to improve retention performance and explain results.
- Strategic and operational expertise translating business objectives into structured plans and repeatable processes.
- Experience building Customer Success processes and operating models from the ground up and scaling them.
- Hands-on experience with automation and AI tools to improve customer outcomes and team efficiency.
- Strong decision-making skills and ability to navigate ambiguity, set priorities, and advance initiatives independently.
- Data analysis and reporting capabilities, including experience using CRMs and other business systems.
- Strong written and verbal communication, stakeholder alignment, and customer-conversation skills.
- Ability to work effectively with executive leadership and cross-functional teams.
- Preferred: Experience in multifamily real estate or related sectors, including knowledge of property operators, industry dynamics, or purchasing processes.
- Preferred: Experience managing Customer Success operations combining software products and managed services.
- Preferred: Proficiency with HubSpot, Asana, Claude, or comparable platforms; experience in marketing technology or digital marketing services, including websites, SEO, and paid media.
Responsibilities
- Oversee the post-sale customer lifecycle across software products and managed services, from onboarding and implementation through support, retention, and account expansion.
- Define and execute the Customer Success strategy and operating model, aligning it with the transition to a multi-product platform business.
- Lead strategic planning, set goals and priorities, and take accountability for Customer Success performance.
- Lead, develop, and retain the Customer Success team, and evolve its structure as the organization grows.
- Manage the Customer Success budget, including staffing, technology, tools, and external vendors.
- Use automation, AI, and technology to streamline repetitive work, improve self-service, and increase team productivity.
- Establish cross-department workflows and lead onboarding and implementation strategies, including handoffs from Sales.
- Oversee customer support operations and knowledge management, and coordinate with cross-functional teams throughout the customer lifecycle.
- Monitor and report on retention, account health, and team performance; own GRR and NRR using coverage models, health scoring, and proactive retention strategies.
- Develop recovery plans for at-risk accounts and identify opportunities to improve customer experience, operations, and account expansion.
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