Director of Customer Success

Shape a customer success organization around lasting customer value. This remote Director of Customer Success role combines team leadership, customer lifecycle strategy, retention planning, and cross-functional partnership.

You will establish clear operating practices, coach customer success professionals, and turn customer insights into action. The role suits a senior leader who can balance individual customer needs with repeatable processes that support a growing portfolio.

Responsibilities

• Develop customer success strategies for onboarding, adoption, retention, and account growth.
• Lead and coach the team with clear goals, feedback, and accountability.
• Define customer health measures, engagement models, and escalation processes.
• Partner with sales, product, implementation, and support on the customer lifecycle.
• Guide executive business reviews and action plans for strategic or at-risk accounts.
• Monitor retention and customer outcomes and communicate trends to leadership.
• Improve capacity planning, customer segmentation, and team workflows.
• Represent customer feedback in product and service improvement discussions.

Requirements

• Experience leading customer success or account-management teams.
• Demonstrated success improving customer adoption, retention, and relationship quality.
• Strong people leadership, coaching, and performance-management skills.
• Ability to build customer success processes and use metrics to guide decisions.
• Confidence communicating with executive stakeholders and navigating escalations.
• Experience partnering across sales, product, and service organizations.