Director, Mid-Market Customer Success

Accountabilities

• Lead and manage a team of Customer Success Managers, providing coaching, mentorship, performance guidance, and strategic direction.
• Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and expansion opportunities.
• Own key business outcomes including renewal rates, net revenue retention, gross revenue retention, customer health metrics, and account growth.
• Participate in revenue forecasting and account planning activities by providing data-driven insights on renewal risks and expansion opportunities.
• Serve as an executive sponsor for strategic accounts, building relationships with senior stakeholders and supporting executive-level business reviews.
• Establish operational discipline across the customer success organization, including activity tracking, utilization goals, Salesforce data quality, and portfolio management.
• Partner with Sales, Product, Support, Engineering, and other teams to represent customer needs and improve customer outcomes.
• Create scalable customer journey frameworks, playbooks, and processes in collaboration with Revenue Operations, Enablement, and Customer Success leadership.
• Guide customers and internal teams through change management initiatives, including adoption of AI-powered tools and new workflows.
• Analyze customer success performance data to identify trends, improve processes, and drive continuous improvement.

Requirements

• The ideal candidate is an experienced SaaS customer success leader with a strong track record of driving retention, customer growth, and team performance.
• Combine strategic thinking with operational expertise and have the ability to build trusted relationships with customers and internal stakeholders.
• 7+ years of experience in customer success, account management, consulting, or related customer-facing roles within a SaaS organization.
• 2+ years of direct experience managing Customer Success or account management teams.
• Proven success achieving retention, renewal, and expansion targets in a SaaS environment.
• Strong understanding of customer success metrics including NRR, GRR, account health indicators, and risk mitigation strategies.
• Experience participating in revenue forecasting and cross-functional account planning with Sales and Renewals teams.
• Strong analytical mindset with the ability to use data to identify opportunities and make informed decisions.
• Excellent communication, leadership, and stakeholder management skills.
• Able to coach, motivate, and develop high-performing customer success teams.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Experience using customer success and business tools such as Salesforce, Gong, Claude Cowork, or similar platforms.
• Strong problem-solving skills with the ability to operate effectively in a fast-paced and evolving environment.
• Experience with qualitative research, UX research, or market research is a plus.

Benefits

• Competitive compensation package with bonus and equity opportunities.
• Fully remote work opportunity within the United States.
• Comprehensive benefits package supporting employees and their dependents.
• Paid parental leave.
• 401(k) plan with company match.
• Education stipend to support professional growth and development.
• Remote work stipend to support an effective home working environment.
• Transparent and collaborative company culture focused on learning, innovation, and impact.
• Opportunity to work with a talented team and contribute to products used by leading global organizations.