Director, Client Success

Coaching & Development:

• Run a consistent coaching cadence including 1:1s, call and account reviews, and ride-alongs on key business reviews.
• Own the growth plan for every person on the team to build their skills in executive engagement and account planning.

Process & Structure:

• Design and improve the operating system including account segmentation, health-scoring methodology, escalation paths, and business-review cadences.
• Ensure consistent execution doesn't depend on any one person's instincts.

Retention & Renewal Ownership:

• Own the team's overall retention, renewal, and net revenue retention (NRR) numbers.
• Translate company-level targets into account assignments, capacity plans, and individual targets for each CSM.

Churn Prevention Playbook:

• Build early warning triggers off health scores and a defined save-play process.
• Establish clear criteria for when and how to escalate cross-functionally with Sales, Support, Product, and Operations.