Director, Mid-Market Customer Success

About the role:

• Lead a high-impact customer success organization focused on retention, expansion, and long-term customer value.
• Oversee a mid-market customer portfolio while guiding a team of Customer Success professionals toward measurable business outcomes.
• Combine strategic leadership, operational excellence, and customer advocacy within a fast-growing SaaS environment.

Accountabilities:

• Lead and manage a team of Customer Success Managers, providing coaching, mentorship, and performance guidance.
• Own key business outcomes including renewal rates, net revenue retention, gross revenue retention, customer health metrics, and account growth.
• Establish operational discipline including activity tracking, utilization goals, Salesforce data quality, and portfolio management.

Requirements:

• 7+ years of experience in customer success, account management, or consulting within a SaaS organization.
• 2+ years of direct experience managing Customer Success or account management teams.
• Proven success achieving retention, renewal, and expansion targets with strong understanding of customer success metrics.