Director of Customer Success - (Mid-Market) - 1034
RemoteUnited States or Moscow, Idaho, United States
Job Summary
Lead and coach a team of 5–7 Customer Success Managers while personally managing a portfolio of strategic accounts focused on renewals, retention, and long-term revenue growth. Define and monitor KPIs including retention, NPS, and renewal rates; establish clear performance expectations and conduct regular one-on-ones to foster a high-performance culture. Drive client renewals and upsell opportunities through consultative engagement, partnering with Sales to identify expansion and coach Account Managers on value articulation and objection handling. Leverage data analytics to guide account strategy, build dashboards for customer health visibility, and provide strategic recommendations based on market trends and client feedback. Translate customer insights into actionable product direction and influence R&D teams.
Required Qualifications
- 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility
- Experience leading teams as a Customer Success Manager, Team Lead, Supervisor, or Manager, with the ability to step into a Director-level role
- Experience within a SaaS or DaaS (Data-as-a-Service) environment required
- Proven success leading and developing high-performing client-facing teams
- Demonstrated experience managing customer renewals, account growth, consultative selling, upselling, cross-selling, and revenue ownership
- Strong strategic planning, analytical, and problem-solving skills with the ability to use data to drive decisions
- Experience implementing scalable customer success or client service processes
- Excellent communication, presentation, stakeholder management, and relationship-building skills
- Highly organized, adaptable, proactive, and results-oriented with a continuous improvement mindset
Desired Qualifications
- Demonstrated experience managing a personal book of business while balancing leadership responsibilities is highly preferred
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