Director, Customer Success

Role Overview

• Own and grow Autura's enterprise and strategic account portfolio, driving retention, expansion, and long-term platform adoption across our most complex customer relationships.
• Own a personal portfolio of strategic accounts in addition to team leadership responsibilities during the buildout phase. This role requires a player-coach who is as comfortable in the work as above it.
• Serve as the senior escalation point for high-stakes customer situations — bringing calm, structure, and a clear recovery path to at-risk accounts.
• Build and lead a team of Strategic Customer Success Managers, setting the standard for how Autura engages its most important customers.
• Develop and operationalize account planning frameworks, executive business review processes, and customer health strategies that scale as the portfolio grows.
• Partner with Sales to identify and convert expansion opportunities within existing accounts — helping customers grow their business by extending their use of Autura across new product areas, including TowPay, Marketplace, and future offerings.
• Navigate multi-stakeholder relationships within enterprise organizations — from operators and dispatch managers to executives and ownership groups — to deepen Autura's presence and uncover new opportunities.
• Work closely with Product, Implementation, and Support to translate customer needs into platform improvements and ensure customers are realizing full value across integrated product lines.
• Bring a consultative, project-based approach to enterprise engagements — acting as a trusted advisor who helps customers run their operations more efficiently using Autura as the backbone.
• Represent Autura at industry events, motor club partnerships, and towing association conferences to build relationships and stay close to where the industry is heading.
• Partner with executive leadership on acquisition integration — helping bring acquired products and customer bases into the Autura ecosystem in a way that feels connected and coherent to customers.
• Own post-implementation engagement to ensure customers are actively using the platform — tracking adoption metrics, identifying gaps, and driving customers toward the outcomes that made them buy in the first place.
• Build and maintain a customer health framework across the strategic portfolio — using leading indicators to get ahead of churn risk before it becomes an escalation.
• Own or co-own renewal strategy for strategic accounts, including multi-year contract planning, pricing conversations, and risk mitigation on complex renewals.
• Lead change management for strategic accounts through product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and disruption to their operations is minimized.

Requirements

• 10+ years in strategic account management, customer success, or enterprise sales in a SaaS environment, with at least 3 years in a leadership role.
• Demonstrated track record of retaining and growing a complex enterprise portfolio — you can point to specific outcomes.
• Experience building programs and processes from early-stage or in-flight — not just inheriting something that already works.
• Strong executive presence and the ability to operate credibly at the owner, GM, or C-suite level within customer organizations.
• Comfort navigating multi-product or post-acquisition environments where customer relationships span more than one solution.
• A consultative, outcomes-first mindset — you don't just check in, you show up with ideas.
• Experience with strategic account planning tools and CRMs (Salesforce experience preferred).
• Industry experience in towing, fleet, government services, or adjacent verticals is a plus but not required — what matters is your ability to go deep on a customer's business fast.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development