Customer Success Director

We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle. The ideal candidate is a strong leader with a proven track record in customer success, account management, and team development within a remote environment.

Key Responsibilities

• Define and execute the overall customer success strategy aligned with company objectives and growth targets.
• Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs).
• Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processes.
• Develop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime value.
• Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenue.
• Collaborate with sales, product, marketing, and support teams to ensure a seamless customer experience.
• Act as an executive sponsor for key accounts, building strong relationships with senior client stakeholders.
• Analyze customer data and feedback to identify trends, risks, and growth opportunities.
• Drive customer advocacy initiatives, including testimonials, case studies, and referrals.
• Lead escalation management and ensure timely resolution of critical customer issues.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred.
• 8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role.
• Proven experience managing and scaling customer success teams in a SaaS, technology, or service-based environment.
• Strong understanding of customer lifecycle management and retention strategies.
• Excellent leadership, coaching, and team development skills.
• Exceptional communication, negotiation, and relationship management abilities.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Data-driven mindset with strong analytical and problem-solving skills.
• Ability to operate effectively in a remote, fast-paced, and cross-functional environment.

Core Competencies

• Strategic Leadership
• Customer Retention & Growth
• Team Development & Coaching
• Data-Driven Decision Making
• Executive Communication
• Cross-Functional Collaboration

Benefits

• Flexible remote work environment
• Competitive hourly compensation
• Performance-based incentives and bonuses
• Leadership development and career advancement opportunities
• Collaborative and innovative company culture