Customer Success Director

Job Summary

A company is looking for a Director of Customer Success.

Key Responsibilities

• Lead and manage a team of enterprise Customer Success Managers, promoting a culture of ownership and collaboration
• Own Net Revenue Retention (NRR) and Gross Retention Rate (GRR), tracking trends and driving proactive management
• Design scalable processes and training programs that empower customers and streamline operations

Required Qualifications

• 5+ years in enterprise SaaS customer success or support leadership, with 2+ years in team building and scaling
• Proven track record of meeting NRR and GRR targets through proactive coaching and customer engagement
• Strong analytical skills with the ability to turn metrics into actionable plans
• Experience with customer success platforms and tools such as Front, Asana, and Salesforce
• Ability to influence and build relationships at all organizational levels