Director, Mid-Market Customer Success

Key Responsibilities:

• Business Impact & Revenue: Improve renewal rates, drive cross-sell revenue, optimize customer health metrics, and participate in forecasting rhythms with clear, data-backed updates on renewal health and expansion opportunities.
• Customer Retention & Growth: Develop and execute strategies to retain and expand the customer base, driving measurable value through proactive engagement and broadened stakeholder relationships.
• Customer Success Leadership: Oversee the Mid-Market CS function, guiding your team to drive platform adoption through customer training, research education, and methodology coaching.

Qualifications:

• 7+ years in customer success, account management, or consulting within a SaaS organization, with a strong track record of hitting retention targets.
• 2+ years directly managing CS or account management teams.
• Deep expertise in CS metrics (NRR, GRR, account health, etc.), risk mitigation workflows, and activity-based accountability structures.

Benefits:

• An incredible and progressive benefits package including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
• An education stipend to support your growth & development, and a remote work stipend.
• A strong and competitive compensation package with a built-in bonus and equity program.