Director, Customer Success

Responsibilities

• Directly manage and develop a team of Customer Success Managers supporting Reveal's Corporate customer segment, providing coaching, performance management, career development, and ongoing feedback.
• Establish clear goals, expectations, and accountability measures aligned with departmental and company objectives while fostering a culture of collaboration, continuous improvement, customer-centricity, and results.
• Manage portfolio assignments, resource allocation, and capacity planning to ensure effective customer coverage and team performance.
• Lead the Corporate Customer Success team in driving customer adoption, engagement, workflow expansion, and measurable business outcomes.
• Ensure consistent execution of onboarding, success planning, account planning, customer engagement strategies, and best practices designed to maximize customer value and return on investment.
• Lead portfolio reviews, risk reviews, and account planning sessions to ensure customer health trends, adoption gaps, renewal risks, and expansion opportunities are proactively identified and addressed.
• Hold Customer Success Managers accountable for proactively identifying customer risks, developing mitigation and recovery plans, and executing retention and growth strategies for at-risk and strategic accounts.
• Own Net Revenue Retention (NRR) and Renewal Rate performance across the Corporate segment, partnering closely with the Renewals organization to identify, mitigate, and execute against renewal risks.
• Participate in Executive Business Reviews (EBRs), strategic account planning sessions, executive customer meetings, and customer recovery efforts as needed.
• Champion customer advocacy initiatives, including references, advisory boards, case studies, and customer feedback programs.

Qualifications

• Proven people leader with a track record of developing high-performing teams.
• Customer-focused with a passion for driving adoption, retention, and measurable business outcomes.
• Strong communicator and collaborator capable of influencing across all levels of the organization.
• Strategic and analytical thinker who leverages data to drive decisions and solve complex challenges.
• Hightly organized, adaptable, and effective in a fast-paced SaaS environment.
• Demonstrates accountability, ownership, and a continuous improvement mindset.