Director of Customer Success

Customer Success Strategy:

• Own the end-to-end Customer Success journey.
• Design, implement, and continuously refine the Customer Success operating system.
• Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.

Revenue & Retention Accountability:

• Own retention, expansion, and customer health outcomes.
• Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
• Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.

Scalable Customer Enablement:

• Design and execute service models that enable growth without proportional headcount increases.
• Champion 1-to-many enablement, including group onboarding sessions and scalable training programs.
• Drive customer maturity from reactive support reliance toward proactive value realization.