Director, Customer Success, Staffing & BPO Verticals

TL;DR

Director, Customer Success, Staffing & BPO Verticals: Lead high-performing organization driving value realization, retention, and expansion across complex enterprise accounts with an accent on vertical-specific priorities like risk & compliance, operational efficiency, and data security. Focus on building vertical strategy, mentoring CS teams, cross-functional partnerships, and operationalizing CS models for measurable ROI.

Location: 100% remote, must be located in the United States, up to 25% travel as needed.

Salary: $130-150K base annually

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands undergoing technology transformation.

What you will do

• Define and execute vertical CS strategy segmented by sub-verticals and customer tiers.
• Build, scale, and mentor diverse team of Customer Success Managers and Directors.
• Drive onboarding, time-to-value, adoption, QBRs, renewals, and net retention for high-value accounts.
• Partner cross-functionally with Sales, Product, Operations, Implementation, and Support for customer outcomes and expansion.
• Design CS operating model including health scoring, success plans, escalation paths, and productivity benchmarks.
• Own CS budget, capacity planning, hiring, and value frameworks with finance-relevant KPIs.

Requirements

• Must be located in the United States with ability to travel up to 25%.
• Bachelor's Degree or equivalent (MBA preferred).
• 3+ years in Account Management; 2+ years organizational leadership.
• 5+ years managing accounts valued over $500k in complex enterprise environments.
• Strategic mindset with strong execution, process innovation, communication, and relationship-building skills.
• Experience leading through change and in competitive growth businesses.

Nice to have

• MBA.

Culture & Benefits

• Remote work with occasional travel.
• Medical, Vision, Dental, supplementary benefits.
• 401k with employer match, Employee Stock Purchase Plan.
• Competitive PTO and 9 paid holidays.
• Tech and growth opportunities with supportive leadership.
• Values: Honesty, respect, client-first, innovation, team collaboration.