Company
SaaS
SeniorDirector,CustomerSuccess
“Senior Director, Customer Success. Skills: Customer Success, Revenue retention, Team leadership. Own and drive customer success outcomes. Drive gross revenue retention”
What You'll Achieve.
Drive gross revenue retention; Drive net revenue retention; Drive product adoption; Drive expansion; Improve customer adoption; Deepen customer value realization; Support long-term retention; Support long-term growth; Identify churn signals early; Implement mitigation strategies; Translate feedback into recommendations; Translate data into recommendations
Industry & Context.
Analytical mindset; Data-driven decision-making
Up to 20% travel
What They're Looking For.
Must Have
10-15+ years B2B customer-facing experience, 5+ years leading managers or senior CSMs, Proven track record driving retention, expansion, adoption, Executive presence, Experience managing high-stakes escalations, Experience leading complex commercial negotiations, Ability to build scalable CS frameworks, Ability to build lifecycle programs, Ability to build operational processes, Proficiency with CRM platforms, Proficiency with Customer Success platforms, Use data and insights to inform strategy, Excellent cross-functional collaboration skills, Excellent stakeholder management skills, Ability to influence senior stakeholders, Analytical mindset, Proven leadership skills, Focus on talent development, Focus on team scaling, Focus on performance management
Nice to Have
Travel up to 20% for customer engagement
What You'll Do.
Own and drive customer success outcomes
Drive gross revenue retention
Drive net revenue retention
Drive product adoption
Identify customer risk
Lead Customer Success organization
Coach Customer Success organization
Scale Customer Success organization
Foster accountability culture
Foster performance culture
Foster customer advocacy culture
Design scalable operational frameworks
Implement scalable operational frameworks
Design lifecycle processes
Implement lifecycle processes
Design reporting structures
Implement reporting structures
Design performance management systems
Implement performance management systems
Develop consultative customer engagement methodologies
Improve customer adoption
Deepen customer value realization
Support customer retention
Support customer growth
Act as executive sponsor
Manage customer escalations
Lead strategic negotiations
Partner cross-functionally with Sales
Partner cross-functionally with Product
Partner cross-functionally with Marketing
Partner cross-functionally with Support
Align customer insights with product improvements
Align customer insights with expansion strategies
Establish risk management frameworks
Identify churn signals
Implement mitigation strategies
Influence organizational strategy
Translate customer feedback into recommendations
Translate performance data into recommendations
How You'll Work.
Team & Collaboration
Cross-functional partnership; Customer engagement; Team collaboration
Communication Scope
Executive presentations; Strategic negotiations
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