Director of Customer Success

A company is looking for a Director of Customer Success.

Key Responsibilities

Architect and execute a success strategy for a regulated-industry customer base, including success planning and renewal choreography

Build and lead a Customer Success management team, setting territories and hiring standards for Customer Success Managers

Oversee onboarding and value-acceleration programs, ensuring adoption of best practices and governance features

Required Qualifications

6-9+ years in B2B SaaS with 5+ years in leadership roles within Customer Success or post-sales

Proven experience managing Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) at an enterprise level

Domain knowledge of Salesforce platform programs or DevOps practices, including CI / CD and governance

Experience in cross-functional leadership across various departments such as Sales and Product

Familiarity with SaaS benchmarks and Customer Success leadership metrics