Director, Mid-Market Customer Success

Role Overview

This opportunity is presented on behalf of a partner company seeking a Director for Mid-Market Customer Success, based in the United States. The role involves leading a dynamic and impactful customer success team dedicated to enhancing retention, driving expansion, and maximizing long-term customer value within a fast-growing SaaS organization.

Key Responsibilities

• Direct and mentor a group of Customer Success Managers, fostering performance improvement, strategic vision, and professional growth.
• Create and implement customer success strategies aimed at boosting retention, increasing adoption, customer satisfaction, and expansion.
• Take ownership of crucial business metrics such as renewal rates, net and gross revenue retention, customer health scores, and account growth.
• Participate in forecasting revenue and planning accounts by analyzing data on renewal risks and growth opportunities.
• Act as an executive sponsor for strategic accounts, nurturing senior stakeholder relationships and facilitating executive business reviews.
• Enforce disciplined operational practices involving activity monitoring, utilization goals, Salesforce data integrity, and portfolio management.
• Collaborate across Sales, Product, Support, Engineering, and Operations to advocate customer interests and enhance business outcomes.
• Develop scalable customer journey frameworks, playbooks, and processes alongside Revenue Operations, Enablement, and Customer Success leadership.
• Guide both customers and teams through change management efforts, including adopting AI-powered tools and workflows.
• Analyze performance data regularly to uncover trends, streamline processes, and encourage continuous improvements.

Required Qualifications

• Minimum seven years of experience in customer success, account management, consulting, or related client-facing roles within SaaS.
• At least two years managing Customer Success or account management teams directly.
• Demonstrated success in meeting retention, renewal, and expansion objectives in a SaaS setting.
• Comprehensive knowledge of customer success metrics like NRR, GRR, account health, and risk mitigation.
• Experience contributing to revenue forecasting and cross-team account planning with Sales and Renewals.
• Strong analytical capabilities to leverage data for strategic decision-making.
• Excellent communication, leadership, and stakeholder engagement skills.
• Proven ability to coach, motivate, and develop high-achieving customer success teams.
• Highly organized with an eye for detail and effective multitasking abilities.
• Familiarity with tools such as Salesforce, Gong, Claude Cowork, or similar platforms.
• Exceptional problem-solving skills suited for a fast-evolving and dynamic environment.
• Bonus: Experience in qualitative research, UX research, or market research.

Employee Benefits

• Competitive salary package including bonuses and equity options.
• Fully remote work within the United States.
• Comprehensive health and wellbeing benefits for employees and their families.
• Flexible paid time off alongside recognized company holidays.
• Paid parental leave available.
• 401(k) retirement plan with company contributions.
• Educational stipend for professional growth enhancement.
• Remote work stipend to equip an efficient home office setting.
• Participatory and transparent organizational culture emphasizing learning, innovation, and impact.
• Opportunity to join a skilled team contributing to products utilized globally.

Additional Information

The hiring process is managed by the partner company. An AI-assisted selection system ensures quick, objective, and fair screening based on role criteria. Candidates identified as top fits are shared with the hiring employer who conducts interview rounds and assessments. Payment, equity, and benefits details are competitive and designed to attract seasoned SaaS leaders passionate about customer success.

Applicants should be aware that personal data will be processed in compliance with data protection regulations for recruitment purposes. AI tools may support reviewing applications and assessments but do not replace human decision-making.