Sr Director of Customer Success & Renewal ManagementSchoox • Kissimmee, FL, US
Sr Director of Customer Success & Renewal Management
Schoox • Kissimmee, FL, US
22 days ago
Job type
- Full-time
Job descriptionOwn renewals and license expansion for assigned accounts, ensuring retention and growth targets are met. - Build and maintain strong, trusted relationships with customer stakeholders including executive sponsors and decision-makers. - Identify upsell license opportunities by understanding customer needs and growth projections - Manage commercial discussions related to renewals and expansions directly with customers including contracting process review, approval, and execution Manage and coach a team of Customer Success Managers / Renewal Managers. - Define KPIs (renewals, churn, NRR, customer health) and report on performance. - Build playbooks and processes to ensure consistency across the team. - Leverage AI-driven insights, automation, and customer health scoring to scale engagement and anticipate risks. - Partner with internal teams (Product, Marketing, Support) to streamline the customer experience and bring feedback into the business.
Sr Director Of Customer Success & Renewal Management
We're looking for a Sr Director of Customer Success & Renewal Management who can roll up their sleeves and lead from the front. This role is responsible for ensuring customers are successful with our platform while also driving renewals and account growth. You'll manage the customer lifecyclefrom adoption and ongoing value realization through renewal and expansionwhile leading a team that balances customer satisfaction with revenue goals.
Customer Success
- Monitor customer usage, health scores, and support trends to proactively address risks. - Develop regular check-ins, QBRs, and success plans to keep accounts aligned with business outcomes. - Escalate and resolve customer issues quickly, partnering with Support and Product teams. - Ensure customers are realizing value and achieving their desired outcomes with the platform.
Renewal Management
Team Leadership & Process
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Sr Director Customer • Kissimmee, FL, US
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