Director, Customer Success (West)

The Director of Customer Success is responsible for guiding and overseeing designated Team Leads who manage Customer Success Managers (CSMs) and/or Associate CSMs. This person will lead a growing team responsible for onboarding, supporting, and growing relationships with Transfr’s customers. You will play a critical role in shaping our customer journey, driving outcomes that support both client impact and company growth. This is a strategic, high-visibility position with responsibility for customer retention, satisfaction, and expansion. The role focuses on effective people leadership, driving a collective renewal target  and delivering exceptional customer outcomes. The Director reports into the Regional VP (RVP) of Customer Success, West. Key Responsibilities: Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives on product adoption, churn reduction and expansion opportunities. Recruit, onboard, coach, and lead Team Leads, and teams of CSMs, and/or Associate CSMs to ensure they meet customer success targets related to retention, satisfaction, and business growth. Manage on-time renewals, and identify opportunities for upselling within the defined Team. Establish clear performance metrics (e.g., NPS, CSAT, retention rates) and ensure regular reporting to executive leadership with actionable insights. Segment customer base and tailor engagement strategies to meet diverse needs and maximize value with particular attention to high-profile and strategic accounts. Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback.