Director, Customer Success

Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market

Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops

Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks

Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment

Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks

Evolve success frameworks, processes, and tools to increase team efficiency and scalability

Champion the voice of the customer — ensuring insights inform product roadmap and go-to-market strategies

Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization

Inspire a culture of ownership, accountability, and revenue mindset within the CSM team

10+ years of experience in Customer Success, Account Management, or a related function, including 5+ years in a leadership role

Proven track record of leading customer-facing teams that deliver measurable results in retention and expansion revenue

Strong business acumen with the ability to translate data into strategic insights and action plans

Excellent relationship-building and communication skills, with experience influencing cross-functional teams

Deep understanding of customer success metrics, sales motions, and SaaS business models

Experience using CRM and analytics tools (e.g., Salesforce, ChurnZero, Pendo) to drive strategy and decision-making

Ability to thrive in a fast-moving, high-growth environment with a bias for execution