Director of Customer Success (Onsite)

Job Description

Job Description

We are seeking a Director of Customer Success (Onsite) for a full time and direct hire role for one of our amazing partners north of Dallas, TX. This role is working onsite 4 days a week, so you much be local or willing to relocate to this area.

Overview:

We're partnering with a growing technology company that provides connected hardware and software solutions to commercial and field services businesses. We need a Director of Customer Success to build and lead the customer success and account management function for a rapidly growing division. This is a high-impact, hands-on leadership opportunity for someone who has successfully built a Customer Success organization from the ground up. You will establish the strategy, team, processes, metrics, and operating cadence needed to drive retention, strengthen customer relationships, and create a scalable customer experience. You will have significant ownership over customer retention, account management, team development, customer health, and overall customer outcomes.

Within the first two quarters, you will:

• Establish a scalable Customer Success strategy and operating model.
• Build and begin ramping the Customer Success/Account Management team.
• Implement customer health scoring, KPIs, reporting, and retention processes.
• Give executive leadership clear visibility into customer health and retention risk.
• Establish a repeatable customer engagement and renewal playbook.
• Create measurable improvements in gross ARR retention and customer engagement.

Responsibilities:

Own Customer Retention

• Take ownership of gross ARR retention and establish a clear strategy to improve and protect it.
• Develop customer health scoring, early-warning indicators, and proactive retention strategies.
• Create structured renewal and save motions to identify and address risk before it becomes churn.

Lead Account Management

• Establish a consistent, scalable account management approach.
• Develop customer engagement strategies, including business reviews and adoption plans.
• Build strong relationships with business owners and operators while understanding their operational and financial priorities.

Build & Lead the Team

• Hire, develop, and lead a high-performing Customer Success/Account Management team.
• Establish clear expectations, KPIs, performance standards, and operating rhythms.
• Coach team members and create accountability around customer outcomes and retention.

Build the Customer Success Function

• Design the Customer Success operating model from onboarding through renewal.
• Establish customer segmentation, engagement cadences, escalation processes, and standardized playbooks.
• Build and optimize CRM workflows and reporting, with HubSpot experience strongly preferred.
• Develop dashboards and metrics that provide leadership with real-time visibility into customer health and retention.

Drive Customer Outcomes

• Ensure customers are realizing measurable value from the technology.
• Help customers understand and communicate the impact on water savings, property protection, labor, and operational efficiency.
• Identify opportunities to improve adoption, engagement, and long-term customer value.

Be the Voice of the Customer

• Establish a structured process for gathering and communicating customer feedback.
• Partner closely with Product, Sales, and Executive Leadership to translate customer insights into business opportunities and improvements.

Requirements:

• 10+ years of Customer Success, Account Management, or related leadership experience within B2B SaaS or technology.
• A proven track record of owning and improving gross retention/ARR retention.
• 5+ years of experience leading and developing Customer Success or Account Management teams.
• Demonstrated success building a Customer Success function from the ground up, including team structure, processes, KPIs, and playbooks.
• Strong operational and analytical skills with experience building CRM workflows, reporting, and performance metrics.
• The business acumen and credibility to work effectively with owners, executives, and operational leaders.
• A balance of strategic leadership and hands-on execution. You should enjoy building, not just managing.
• A growth mindset and the ability to operate effectively in a scaling organization.
• Experience in field services, landscaping, trades, or another operationally complex industry is a plus, but not required.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. You must be legally authorized to work in the United States without current or future sponsorship.