Director of Customer Success
Core
Lead and scale a high-performing Customer Success organization for enterprise and strategic accounts, focusing on retention, expansion, adoption, and customer satisfaction.
Role type
Director of Customer Success (IC with people management)
Builds
Customer Success organization, scalable processes, playbooks, and metrics
Domain
B2B SaaS (Commercial Real Estate / PropTech)
Required skills
Team leadership and coaching, strategic planning, data-driven decision making, cross-functional partnership, executive communication, operational rigor, stakeholder management
Preferred skills
Experience managing managers, building customer health models, Salesforce proficiency, change management
Technologies
Salesforce, Gainsight, Totango
Responsibilities
Lead, coach, and develop a team of Customer Success Managers and leaders; Own performance against key metrics (GRR, NRR, renewals, expansion); Drive enterprise renewal strategy and execution; Identify risk and lead executive-level escalations; Define and operationalize the customer lifecycle; Build scalable processes, health scoring, and reporting; Partner with Sales, Product, and Engineering to drive outcomes.
Seniority
Director, hands-on leadership
