Director of Customer Success

Job Description
Build & Scale Customer Success:
 • Design and implement a scalable CS model focused on retention and renewals
 • Define ownership across the customer lifecycle, especially post-onboarding
 • Establish processes, workflows, and playbooks to support growth
Drive Retention & Outcomes:
 • Own retention, renewals, and lifecycle performance
 • Proactively identify and mitigate churn risk
 • Develop structured renewal strategies and best practices
Define Metrics & Operations:
 • Establish KPIs and performance metrics
 • Build dashboards to track retention, churn, and customer health
 • Use data to drive decisions and improve performance
Lead & Grow the Team:
 • Manage and develop CSMs and team leads
 • Drive accountability and consistency
 • Hire and scale the team as needed
Optimize Structure & Capacity:
 • Define customer-to-CSM ratios and evaluate bandwidth
 • Set clear performance expectations
 • Improve efficienc...