Director, Customer Success Management

Company Culture

At our company, enthusiasm and belief in our mission create an engaging workplace atmosphere where customer focus is a priority.

Role Summary

We are looking for an insightful and strategic Director of Customer Success Management to lead the expansion of our Customer Success team. This position aims to enhance customer loyalty, satisfaction, and long-term engagement through proactive relationship nurturing. The director will manage Customer Success Managers (CSMs), implement scalable success initiatives, and collaborate extensively with various departments to meet customer needs throughout their journey.

Key Duties

• Formulate and execute a customer success plan that aligns with organizational objectives concerning retention, growth, and customer satisfaction.
• Establish and monitor key performance indicators (KPIs) and success metrics for the customer success function.
• Lead and cultivate a dynamic team of Customer Success Managers while providing mentorship and growth opportunities.
• Create structured career development pathways and professional plans for team members.
• Manage onboarding, product adoption, and contract renewals to ensure an excellent customer experience.
• Maintain robust relationships with major clients, acting as the senior escalation contact when necessary.
• Collaborate closely with Sales, Product, and Marketing to uncover upsell and cross-sell possibilities.
• Consistently achieve or surpass targets relating to contract renewals and Net Revenue Retention (NRR).
• Optimize customer success tools and platforms like Gainsight and Salesforce for improved operational efficiency.
• Develop scalable playbooks and customer success strategies to enhance the customer journey.
• Serve as the customer advocate within the company by delivering critical feedback to product, engineering, and executive teams.
• Conduct data analysis and identify trends to boost product usage and overall customer satisfaction.

Qualifications

• Bachelor’s degree in Business, Marketing, or related discipline; MBA is preferred.
• Eight to ten years or more experience in Customer Success, Account Management, or related sectors.
• At least three to five years of leadership experience managing teams.
• Demonstrated success in enhancing customer satisfaction, retention, and growth within a B2B SaaS or technology context.
• Excellent interpersonal, communication, and presentation abilities.
• Familiarity with customer success platforms such as Gainsight and Totango, plus CRM software like Salesforce.
• Strong analytical skills driven by data interpretation to guide decision-making.
• Experience scaling customer success operations in rapidly growing companies.
• Knowledge of customer segmentation, lifecycle marketing, and success planning methodologies.
• Ability to collaborate cross-functionally and exert influence without formal authority.

Compensation Details

• USA salary range from $149,844 to $224,766 annually.
• Canada salary range from CAD $136,878 to $205,316 annually.
• Compensation varies based on geography, experience, education, skills, and business requirements; offers typically fall within the lower to middle salary bracket.

Additional Notes

We foster growth in a vibrant environment filled with motivated, high-achieving team members. If you thrive in a fast-paced, enthusiastic culture, this position offers an excellent career path.