Senior Director, Customer Success [Renewals]

About Catchafire

Catchafire brings together government, philanthropy, business, and volunteers with the goal of bridging paths to stronger communities. We have been shifting skills and resources to communities across the country for over a decade. Every day, we help communities grow stronger by listening to what they need and making sure they get those resources. We are the leading online platform for nonprofits to connect with everyday professionals—our team has helped nonprofits create over $200 million in value, with over 1 million volunteer hours donated.

Essence of the Role

Catchafire’s Customer Success team is our enterprise renewal sales team and the key revenue driver of the company, realizing Catchafire’s mission by expanding and accelerating the adoption of Catchafire by retaining and growing enterprise customers. This team is responsible for renewing new business partnerships with philanthropic institutions and corporations.

Responsibilities

• Own the team's renewal ARR targets and NDR goals and be accountable for outcomes, not just activity.
• Define, track, and improve goals across the portfolio: NDR, expansion ARR, and renewal rate.
• Present compelling renewal performance data, customer insights, and strategic recommendations to the ELT and Board with clarity and confidence.
• Establish clear individual quotas for CSMs and run rigorous pipeline reviews, coaching to close gaps and reinforce high-performance behaviors.
• Identify at-risk accounts early; lead and support intervention strategies before risk becomes churn.
• Identify and activate expansion pathways beyond renewals, including partner referrals, case studies, peer convenings, and thought leadership visibility.
• Build a disciplined account planning process that drives long-term strategy for each client relationship, not just quarter-to-quarter renewal management.
• Serve as a key strategic partner to the leadership team, contributing to organizational planning, innovation, and partner impact strategy.
• Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale.
• Represent Catchafire at industry conferences, webinars, and events to strengthen customer relationships, expand our partner network, and help identify opportunities for growth and collaboration.

Requirements

• 8 - 10+ years of experience managing and leading Customer Success, Account Management, Sales, or other revenue-facing functions.
• Experience managing teams with retention, expansion, or variable compensation goals.
• Proven quota-carrying experience; you have owned a renewal or expansion ARR number, not just supported one.
• Demonstrated track record of owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts.
• Strong cross-functional leadership skills with the ability to influence senior stakeholders and drive alignment across teams.
• Demonstrated operational strength, including building processes, improving workflows, and driving forecast rigor.
• Strong business judgment and comfort making decisions in ambiguous, evolving environments.
• Strong analytical instincts; you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders.

Qualifications

• MBA or equivalent relevant experience preferred.
• Experience with CRM systems and advanced analytics tools.
• Experience with Salesforce or similar CRM systems.
• Experience with customer relationship management and account management.
• Experience with sales operations and metrics.
• Experience with digital marketing and communication strategies.
• Experience with project management and team coordination.

Skills

• Customer success management.
• Account management.
• Enterprise sales.
• CRM systems.
• Advanced analytics.
• Project management.
• Team coordination.

Benefits

Not specified.

Pay

$150,000 base + $45,000 quarterly variable structure = $195,000 total.

Schedule

Remote position open to candidates authorized to work in the United States. Catchafire does not sponsor employment visas for this role.