Director, Customer Success

Position Overview

The Director of Customer Success is the strategic and operational leader of the Customer Success Manager (CSM) and Technical Account Manager (TAM) teams, and a member of the Chief Customer Officer's (CCO) leadership team. This role ensures every HubSync customer is well-cared for after go-live-setting the vision, programs, and standards that drive adoption, retention, and growth, while partnering with fellow post-sales leaders to keep communication clear across the organization.

What You'll Do

• Lead, coach, and develop the Customer Success Manager and Technical Account Manager teams- setting clear goals, book-of-business assignments, and performance expectations.

• Serve as a member of the CCO leadership team, partnering closely with the Directors of Professional Services, Education & Enablement, and Production Support to set shared priorities for the post-sales organization.

• Define the Customer Success and Technical Account Management strategy, operating model, and engagement framework across customer segments (strategic, enterprise, and mid-market).

• Own key customer outcome metrics, including gross and net revenue retention (GRR/NRR), renewal rates, churn, adoption, and customer satisfaction (CSAT/NPS) and overall health.

• Serve as the executive escalation point for at-risk accounts and critical technical issues- overseeing TAM-led escalations and recovery plans in partnership with Production Support, Professional Services, and Product.

• Partner with Sales leadership on renewal forecasting, expansion pipeline and lead development, and account planning to grow ARR within the existing customer base.

• Establish clear lines of communication, handoffs, and escalation paths across all post-sales teams so customers experience one coordinated HubSync team.

• Act as the senior voice of the customer internally- translating customer feedback and trends into actionable input for Product, Support, and executive leadership.

Key Activities & Domain

• Build and maintain customer health scoring models that combine business signals from CSMs with technical health signals from TAMs, plus early-warning indicators and churn-prevention playbooks.

• Design standardized Customer Success processes: onboarding handoff from Professional Services, success plans, cadence calls, QBRs, and renewal motions.

• Run weekly portfolio reviews across the CSM and TAM teams covering account health, open technical escalations, renewal risk, and expansion opportunities.

• Implement and optimize CS tooling and reporting to give leadership clear visibility into customer health and trends.

• Help plan and deliver HubSync's Customer Advisory Board event, including driving attendance and program development.

• Participate in CCO leadership team meetings, contributing to post-sales strategy, planning, resourcing, and cross-team KPIs.

• Run regular cross-functional touchpoints with Professional Services, Education & Enablement, and Production Support leaders to align on account health, escalations, and upcoming customer needs.

• Pair CSMs and TAMs across every book of business so each customer has clear business and technical ownership, and define the TAM engagement model (technical cadences, health reports, incident reviews).

• Forecast team capacity, define hiring needs, and build career paths that attract and retain top Customer Success talent.

What You Bring

• Proven experience leading Customer Success or Account Management teams in a B2B SaaS environment, with accountability for retention and revenue outcomes; accounting, tax, or financial services technology experience strongly preferred. Ideally 8-12 years of experience in Customer Success or Account Management roles, with at least several years serving in managerial roles.
• Strategic thinker with strong operational discipline- able to design scalable programs, execute consistently, and lead with data (health scoring, retention analytics, forecasting).
• Exceptional executive presence with senior customer stakeholders, plus the technical fluency to lead TAMs and engage customer IT teams credibly.
• People-first leader who coaches, develops, and holds the team accountable.
• Highly collaborative leader and clear communicator- a true partner within the CCO leadership team who builds trust and alignment across every post-sales team and instills confidence across the organization and with customers.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.