Director of Customer Success
Objective #1: Team Leadership & CSM Performance
Lead, coach, and develop a team of Customer Success Managers who collectively manage a portfolio of enterprise accounts across multiple segments, industries, and deployment models.
Set clear performance expectations aligned to team KPIs: Gross Revenue Retention (GRR), Customer Advocacy, and qualified lead generation (CSQLs).
Conduct regular 1:1s, pipeline reviews, and account strategy sessions to proactively surface risk and opportunity across the portfolio.
Own CSM compensation plan administration in partnership with Finance and the CCO, including variable compensation tied to GRR attainment and CSQL bookings.
Build a coaching culture grounded in accountability, growth, and customer-centricity.
Recruit, onboard, and ramp new CSMs as the team scales.
Objective #2: Retention & Gross Revenue Retention
Own the team's collective GRR target, ensuring the CSM team consistently exceeds the annual gross retention targets – with quarterly targets.
Maintain a real-time view of renewal health across the full portfolio; ensure CSMs are proactively managing at-risk accounts well ahead of renewal dates.
Serve as an executive escalation point for high-stakes renewal situations, bringing in CCO, CTO, VP of Strategy, and other resources as needed.
Partner with Sales leadership to align on renewal strategy when expansion plays are involved, ensuring clean handoffs and coordinated account coverage.
Objective #3: Business Impact Workshop (BIW) Program Leadership
Champion and operationalize the Business Impact Workshop program as a strategic differentiator in Profisee's post-sales motion, with the goal of connecting MDM adoption directly to the business outcomes customer executives care about.
With the CCO, lead the BIW program end-to-end: process design, enablement, quality, and measurement.
Ensure every new customer receives a BIW engagement immediately following deal close, in coordination with Sales, PreSales, and Professional Services.
Coach CSMs through the full BIW lifecycle — from pre-workshop discovery (3 Why's / Value Pyramid) through facilitation, Customer Success Plan delivery, and quarterly impact reviews.
Use BIW outcomes to drive executive-level relationships (C-suite multithreading), reduce churn risk, and create a repeatable path from adoption to strategic alignment.
Track and report BIW program metrics, including: Mutual Customer Success Plans in place within 30 days of close, scorecard creation at project close, and downstream impact on NRR and CSQL generation.
Collaborate with Sales to leverage BIW outcomes in expansion conversations and positioning.
Objective #4: Expansion & Revenue Growth
Partner with the Sales team to convert customer health and outcome data into pipeline, ensuring the CSM team is a meaningful source of qualified revenue growth.
Inspire a team culture where CSMs are proactively identifying, nurturing, and formally qualifying expansion opportunities within their accounts.
Own CSQL targets for the team; ensure CSMs understand how to recognize and route qualified leads and that variable compensation reinforces this behavior.
Leverage BIW results, industry use cases, and Profisee thought leadership to equip CSMs with the narrative to position expansion opportunities credibly at the leadership level.
Collaborate with the cross functional leaders of Product, Presales, and Sales to develop or unblock account-level expansion plans for high-potential accounts.
Objective #5: Operations, Tooling & Insights
Build the operational foundation that allows the CS team to scale efficiently and make data-driven decisions.
Co-Own CS team utilization of Planhat: ensure consistent, accurate account documentation including health scores, stakeholder maps, adoption status, and BIW stage.
Co-Own the Definition and evolution of a metrics dashboard the CCO uses to report CS performance to the CRO and executive team.
Continuously refine the team's playbooks, engagement templates, and segmentation model in partnership with the CCO.
Identify patterns across the portfolio (common risk signals, expansion triggers, onboarding bottlenecks) and translate them into team-wide process improvements.
What We're Looking For
7+ years of experience in Customer Success, Account Management, or a related post-sales function in B2B enterprise software.
2+ years managing or mentoring Customer Success Managers or similar post-sales roles.
Demonstrated track record of owning and exceeding GRR/NRR targets in a complex, multi-segment portfolio.
Experience facilitating executive business reviews or value-based customer engagements (BIW, EBR, QBR programs).
Strong cross-functional collaborator — comfortable working with Sales, Professional Services, Product, and C-suite stakeholders.
Proficiency with Salesforce; experience building or managing CS health scoring and reporting.
Familiarity with MDM, data management, data governance, or adjacent enterprise data platforms strongly preferred.
Excellent written and verbal communication skills; able to translate technical outcomes into business value narratives.
Passion for coaching, developing talent, and building a team culture.