Director, Customer Success

About the role

The Director of Customer Success is the strategic and operational leader of the Customer Success Manager (CSM) and Technical Account Manager (TAM) teams, and a member of the Chief Customer Officer's (CCO) leadership team. This role ensures every HubSync customer is well-cared for after go-live—setting the vision, programs, and standards that drive adoption, retention, and growth, while partnering with fellow post-sales leaders to keep communication clear across the organization.

Responsibilities

• Lead, coach, and develop the Customer Success Manager and Technical Account Manager teams—setting clear goals, book-of-business assignments, and performance expectations
• Serve as a member of the CCO leadership team, partnering closely with the Directors of Professional Services, Education & Enablement, and Production Support to set shared priorities for the post-sales organization
• Define the Customer Success and Technical Account Management strategy, operating model, and engagement framework across customer segments (strategic, enterprise, and mid-market)
• Own key customer outcome metrics, including gross and net revenue retention (GRR/NRR), renewal rates, churn, adoption, and customer satisfaction (CSAT/NPS) and overall health
• Serve as the executive escalation point for at-risk accounts and critical technical issues—overseeing TAM-led escalations and recovery plans in partnership with Production Support, Professional Services, and Product
• Partner with Sales leadership on renewal forecasting, expansion pipeline and lead development, and account planning to grow ARR within the existing customer base
• Establish clear lines of communication, handoffs, and escalation paths across all post-sales teams so customers experience one coordinated HubSync team
• Act as the senior voice of the customer internally—translating customer feedback and trends into actionable input for Product, Support, and executive leadership

Key Activities

• Build and maintain customer health scoring models that combine business signals from CSMs with technical health signals from TAMs, plus early-warning indicators and churn-prevention playbooks
• Design standardized Customer Success processes: onboarding handoff from Professional Services, success plans, cadence calls, QBRs, and renewal motions
• Run weekly portfolio reviews across the CSM and TAM teams covering account health, open technical escalations, renewal risk, and expansion opportunities
• Implement and optimize CS tooling and reporting to give leadership clear visibility into customer health and trends
• Help plan and deliver HubSync’s Customer Advisory Board event, including driving attendance and program development
• Participate in CCO leadership team meetings, contributing to post-sales strategy, planning, resourcing, and cross-team KPIs
• Run regular cross-functional touchpoints with Professional Services, Education & Enablement, and Production Support leaders to align on account health, escalations, and upcoming customer needs
• Pair CSMs and TAMs across every book of business so each customer has clear business and technical ownership, and define the TAM engagement model (technical cadences, health reports, incident reviews)
• Forecast team capacity, define hiring needs, and build career paths that attract and retain top Customer Success talent

Requirements

• Proven experience leading Customer Success or Account Management teams in a B2B SaaS environment, with accountability for retention and revenue outcomes; accounting, tax, or financial services technology experience strongly preferred
• Ideally 8–12 years of experience in Customer Success or Account Management roles, with at least several years serving in managerial roles
• Strategic thinker with strong operational discipline—able to design scalable programs, execute consistently, and lead with data (health scoring, retention analytics, forecasting)
• Exceptional executive presence with senior customer stakeholders, plus the technical fluency to lead TAMs and engage customer IT teams credibly
• People-first leader who coaches, develops, and holds the team accountable
• Highly collaborative leader and clear communicator—a true partner within the CCO leadership team who builds trust and alignment across every post-sales team and instills confidence across the organization and with customers