Director, Customer Success

What You'll Achieve

Lead & Scale a High-Performing Team: Own the growth, mentorship, and performance management of the Customer Success team, fostering an inclusive culture focused on meeting group metrics.

Execute the Functional Roadmap: Drive and track progress against a long-term strategic plan that aligns CS goals with company financials and product adoption milestones.

Own Core Revenue Metrics: Maintain direct accountability for company revenue objectives, maximizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

Drive Account Expansion: Proactively identify upsell opportunities and implement scalable renewal and growth motions across the customer lifecycle.

Champion Strategic Enterprise Accounts: Serve as the executive sponsor for a portfolio of key accounts, building trusted-advisor relationships with senior stakeholders to secure long-term adoption.

Optimize Operational Excellence: Identify and resolve bottlenecks within the CS journey to improve the overall quality, velocity, and efficiency of the team’s work.

Mitigate Churn Responsibly: Advance account health frameworks and predictive risk mitigation strategies to minimize churn and secure premium client retention.

Deliver Disciplined Forecasting: Own the forecasting, analysis, and cross-functional reporting on renewals, expansion pipelines, and revenue risks.

Skills You'll Bring

• Revenue & Commercial Savvy: Deep understanding of customer economics, with a proven ability to drive NRR through strategic renewals, engagement, and expansion.
• Player-Coach Leadership: Experience successfully managing and mentoring customer-facing teams while simultaneously maintaining personal ownership of high-value accounts.
• Executive Relationship Management: Exceptional ability to build credibility, command authority, and influence C-suite and senior stakeholders.
• Strategic Account Planning: Expertise in developing multi-threaded account plans that directly connect customer outcomes to company financial goals.
• Data-Driven Forecasting: Strong commercial acumen with experience forecasting renewals, identifying revenue risks, and building proactive growth plans.
• Tech Stack Proficiency: Skilled in utilizing CRM and modern Customer Success platforms to track account health and team performance.
• Transparent Communication: Advanced communication and mentorship skills, with a knack for sharing information effectively across all levels of the organization.
• High Company Citizenship: A collaborative, big-picture team player who navigates organizational change smoothly and prioritizes overall company success.
• SaaS/Data Analytics Background: 7–10 years of experience in Customer Success or Account Management specifically within the SaaS or data analytics sectors.
• Leadership Track Record: 2–4 years of experience directly managing and scaling a multi-functional or sizable team.
• Proven Revenue Ownership: A demonstrated history of owning a recurring revenue portfolio and consistently exceeding retention, renewal, and expansion targets.
• Educational Foundation: Bachelor’s degree in Business Administration, Marketing, Sports Management, or a related field.

What We Offer

At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $131,000 - $156,000 + 25% backend incentive plan. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.