Director of Customer Success

About the role

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence. Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence. We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

Responsibilities

• Lead a Customer Success organization whose goals are tied directly to revenue.
• Director-level role built for an experienced, proven Customer Success leader: someone who can step in quickly, take ownership of the organization, and focus on driving results from day one.
• This role reports to Feathr’s Vice President of Customer Success.
• Own the strategy and execution for how your teams protect and grow our customer base, with a focus on gross revenue retention (GRR), net revenue retention (NRR), success planning across the customer lifecycle, and leading towards value outcomes through Feathr’s products and services.
• Be a key owner and participant in setting the strategy for Customer Success at Feathr.
• Provide guidance, support, and leadership to your team.
• Through setting clear goals, monitoring progress, coaching, and effective communication, build a collaborative, high-performance culture focused on creating a world-class customer experience.
• Help your team navigate challenges and seize opportunities.
• Strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.
• Lead Feathr’s Customer Success teams against revenue goals.
• Establish strategic success plans as the standard for how your team manages customer relationships.
• Use product usage and engagement data to identify adoption risks and expansion opportunities.
• Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
• Serve as an escalation point and join key customer calls.
• Report clearly on retention, renewals, and progress toward key targets.
• Hire for the team and build its onboarding and training programs.
• Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Requirements

• 3+ years of people management in a team leadership role.
• 6+ years in customer success, account management, and SaaS team experience.
• Experience running a Customer Success function, or leading on a CS team, at a tech platform.
• A track record of leading teams against revenue goals like GRR, NRR, and renewals.
• Bonus: experience building scaled CS teams or