Building and leading the Customer Success function from the ground up, the full-time salaried Director of Customer Success will define strategies, improve customer retention and growth, and manage a portfolio of strategic accounts in a remote environment. Key responsibilities Define the strategy, structure, and operating model for the Customer Success function to scale with the business Own customer retention and growth initiatives, improving GRR and driving NRR through proactive engagement and risk management Design and implement customer onboarding, adoption, and renewal playbooks to ensure a consistent customer experience Required qualifications Demonstrated experience building or scaling a Customer Success function in a B2B SaaS environment Comprehensive experience in Customer Success, Account Management, or related revenue-facing roles Track record of driving measurable improvements in net revenue retention and expansion revenue Experience evaluating and implementing Customer Success and CRM tooling Strong analytical skills to define metrics and drive data-informed decisions
Director of Customer Success • Athens, Georgia, United States
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