Director of Customer Success
Full-time
Careerscape
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.
Job Type: Full-Time | Work Type: Remote | Industry: Customer Service | Experience: Director
Vacancy posted 10 days ago
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