Director, Customer Success

For our client, we are seeking a Director, Customer Success to join the team of a leader in the Business Services space.

This role will lead a customer success function with direct responsibility for renewals, retention, and revenue outcomes across a portfolio of accounts. The ideal candidate will bring a strong blend of commercial leadership, operational rigor, and executive-level communication to help reduce churn and improve customer value realization. You will partner closely with sales and cross-functional stakeholders to strengthen forecasting, risk management, and customer coverage strategy. This is a highly analytical leadership role focused on building proactive processes that support long-term growth and renewal performance.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $180,000 – $200,000 annually

Responsibilities

• Oversee customer retention and renewal execution for assigned accounts to meet revenue targets.
• Implement rigorous forecasting and proactive renewal management processes.
• Coach Customer Success Managers to operate as commercial partners with sales teams.
• Manage risk by identifying attrition threats well before contract renewals.
• Drive operational efficiency through AI and data analytics for proactive customer success.
• Refine a tiered coverage model to ensure the right resources are allocated to customers.
• Collaborate across teams to ensure aligned strategies and decisions regarding customer success.

Qualifications

• 8+ years in Customer Success or B2B SaaS account management with revenue responsibility.
• 4+ years leading Customer Success teams with individual quotas for NRR and renewals.
• 3+ years in financial services (mortgage, fintech, etc.) with a focus on customer retention.
• Track record of improving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) while minimizing churn.
• Experience operating a tiered coverage model for customer management.
• Hands-on use of a Customer Success Platform (e.g., Planhat) with strong analytical skills.
• Ability to communicate effectively at the executive level and coach team performance.

Benefits

• Medical, Dental, and Vision insurance coverage.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Company-paid Life Insurance and Short-Long Term Disability coverage.
• Flexible Time-Off (FTO) and Paid Parental Leave policies.
• 401(k) plan with employer matching contributions.
• Employee Stock Option Plan for participating employees.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.