TL;DR

Director of Customer Success (SaaS): Leading customer success teams to maximize customer value, retention, and loyalty, developing customer-centric strategies. Focus on customer engagement, onboarding programs, analyzing customer health, and driving product improvements to reduce churn and increase customer lifetime value.

Location: Remote, must reside in the United States

Salary: Not specified

Company

%hirify_global% builds world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions.

What you will do

Lead and manage a team of 6-10 direct reports, recruiting, training, and mentoring customer success managers.
Develop and implement customer success strategies including onboarding, engagement, and retention programs.
Foster strong customer relationships, turning satisfied clients into advocates, and identify opportunities for upsell and cross-sell.
Translate strategy into performance requirements, processes, metrics, and technology.
Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions and product enhancements.

Requirements

5 to 7 years in a SaaS environment leading a Customer Success Team.
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
Knowledge of customer service practices and technical aptitude to learn software programs.
Analytical and data-driven analysis skills to optimize renewals, churn, upgrades, and upsells.
Effective communication, presentation, and management skills.
Must reside in the United States.

Nice to have

Experience developing and managing customer success programs at scale through automation.
Experience leading both a named portfolio and team-based customer success approach.
Experience with CRM software such as Salesforce and Tech-CSM solutions such as Gainsight or Totango.

Culture & Benefits

Thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture.
Centered around great people practices, learning opportunities, and having fun.
Ideal blend of entrepreneurial spirit and enterprise investment.
Rapid pace with some of the most complex, leading-edge technologies available.

Director Of Customer Success