Director, Customer Success

Ensure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impact.

Build scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teams.

Operating Model & Segmentation

Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.

Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted support.

Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership.

Continuously refine segmentation and coverage models to balance engagement with scalable programs.

Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 days pre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customers.

Cross-Functional Leadership

Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience.

Establish clear handoffs and accountability across onboarding, Customer Success, and renewals.

Serve as an escalation point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and support.

Provide Voice of Customer insights to influence product roadmap and go-to-market strategy.

Data, Reporting & Performance Management

Own and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targets.

Define and operationalize success metrics across Customer Success and Renewals, including retention, on-time renewals, customer health, business review quality, and expansion pipeline influence.

Design and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewals.

Leading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime value.

Proactively identify churn risks through health, adoption, and engagement signals; implement targeted save plans to mitigate attrition.

Establish and maintain customer health scoring models to guide segmentation, prioritization, and intervention strategies.

Drive a consistent operating cadence (e.g., pipeline reviews, business reviews) to assess customer health, renewal forecasts, and team performance; coach proactively and enforce accountability.

Ensure CRM hygiene and data integrity (e.g., Salesforce), enabling accurate forecasting, renewal visibility, and revenue reporting.

Analyze systemic risks and performance trends, translating insights into process improvements, playbook enhancements, and program investments.

Oversee automated customer engagement programs (e.g., campaigns, webinars, lifecycle education, newsletters) to scale impact and drive adoption.

Communicate performance, risks, and strategic recommendations clearly to GTM and Executive Leadership, ensuring alignment and informed decision-making.