Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.
Define key performance indicators (KPIs) and success metrics for the Customer Success function.
Lead, mentor, and grow a high-performing Customer Success team.
Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience.
Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities.
Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).
Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.
Analyze customer data and trends to improve product adoption and customer experience.

Bachelor’s degree in Business , Marketing, or related field (MBA preferred).
8–10+ years of experience in Customer Success, Account Management, or related field.
3–5+ years of experience in a leadership or management role.
Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment.
Strong interpersonal, communication, and presentation skills.
Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
Data-driven mindset with the ability to analyze KPIs and make informed decisions.
Experience scaling CS operations in a high-growth company.
Familiarity with customer segmentation, lifecycle marketing, and success planning.
Ability to work cross-functionally and influence without authority.

Director, Customer Success Management

Key skills