Director of Customer Success
Core
Lead the strategy and execution of the post-sale customer journey for a multi-product software platform and managed services, driving retention, account growth, and operational efficiency.
Role type
Director of Customer Success (Strategic Leadership & Hands-on Management)
Builds
Scalable Customer Success processes, team capabilities, and automated workflows for a multi-product SaaS platform.
Domain
B2B Software / SaaS / Managed Services
Required skills
Strategic planning, team leadership, retention strategy, CRM management, data analysis, automation/AI implementation, cross-functional collaboration, budget management, onboarding strategy, churn reduction.
Preferred skills
Multifamily real estate industry knowledge, hybrid delivery environment experience, HubSpot/Asana/Claude proficiency, marketing technology experience.
Responsibilities
Oversee the complete post-sale customer lifecycle from onboarding to retention; Define and execute Customer Success strategy and operating model; Lead annual and quarterly strategic planning; Take full accountability for Customer Success performance metrics; Lead, develop, and retain the Customer Success team; Design and evolve the team structure; Manage the Customer Success budget; Promote a systems-first approach using automation and AI; Establish workflows across departments; Lead onboarding and implementation strategies; Oversee customer support operations; Collaborate with Sales, Marketing, Product, and Engineering; Monitor and report on retention and account health; Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR); Develop recovery plans for at-risk accounts.
Seniority
Director, strategic leadership with hands-on account management