Director of Customer Success

We are seeking a Director of Customer Success to build and lead a Customer Success function focused on customer retention, account growth, and long-term value creation. This is a hands‑on, player‑coach role for a leader who can develop the strategy, build the team, and personally manage the customer relationships that matter most. You will own retention and growth across the post‑sale customer base, with a particular focus on newly onboarded customers and accounts at risk of churn. You will establish the processes, playbooks, and performance metrics needed to create a scalable Customer Success organization. This is an opportunity for a builder who thrives in a hands‑on environment, enjoys developing people, and understands that strong customer relationships drive measurable business results. What You'll Do Build and Lead the Customer Success Function Develop and implement the Customer Success strategy, processes, and operating model. Establish customer health scoring, account segmentation, success plans, renewal playbooks, and quarterly business review (QBR) processes. Design a scalable customer coverage model that aligns team capacity with customer needs and business priorities. Establish clear performance metrics, reporting processes, and accountability across the team. Drive Customer Retention and Account Growth Own gross revenue retention (GRR), net revenue retention (NRR), renewals, and customer expansion. Proactively identify at‑risk accounts and develop action plans to improve retention. Personally manage strategic accounts, complex renewals, and challenging customer conversations. Identify expansion opportunities, including additional locations, users, products, integrations, and services. Partner with Sales to develop qualified expansion opportunities and ensure a smooth handoff. Develop and Grow the Team Recruit, hire, coach, and develop high‑performing Customer Success Managers (CSMs). Build a team that combines experienced external hires with internal talent developed from Support, Training, and Implementation. Establish career pathways that enable team members to grow into Junior CSM and CSM roles. Coach team members through customer negotiations, renewal conversations, and account management challenges. Create a culture of accountability, continuous improvement, and customer ownership. Establish Scalable Processes and Reporting Build practical playbooks, templates, and workflows that the team can consistently execute. Implement and maintain customer health scoring, renewal forecasting, success planning, and QBR processes within Salesforce. Provide leadership with accurate renewal forecasts and clear visibility into churn risks and expansion opportunities. Leverage AI tools and automation to improve account preparation, customer outreach, reporting, and team productivity. Ensure the Customer Success function can operate effectively without relying on any single individual. Demonstrate Customer Value Help customers measure the impact of the products and services they use. Develop before‑and‑after success stories tied to workflow improvements, financial performance, and other meaningful business outcomes. Increase adoption of products, integrations, and services across the customer base. Build strong customer relationships that support long‑term retention and growth. What You'll Bring Experience: 7+ years in Customer Success or Account Management within B2B SaaS, including at least 2 years leading or player‑coaching a Customer Success team. Leadership and Development: Proven experience hiring experienced CSMs and developing talent from Support, Training, or Implementation into Customer Success roles. Retention and Growth: Direct ownership of renewals and account expansion, with demonstrated results in GRR and NRR. Customer Success Strategy: Experience building Customer Success infrastructure, including customer health scoring, segmentation, coverage models, success plans, renewal playbooks, and QBR processes. Industry Experience: Experience with SMB or mid‑market vertical SaaS businesses. Healthcare technology, optometry, ophthalmology, electronic health records (EHR), payments, or revenue cycle experience is a plus. Systems and Analytics: Proficiency with Salesforce and the ability to build and interpret reports that support forecasting and decision‑making. Technology and AI: Regular use of AI tools to improve productivity, automate workflows, and help a lean team manage a large customer base. What Success Looks Like Success in this role will be measured by your ability to: Improve customer retention: Increase GRR, strengthen renewal performance, and proactively address churn risks. Build a high‑performing team: Hire strong CSMs and develop an effective pathway for internal talent to advance into Customer Success. Drive account expansion: Identify opportunities to grow existing customer relationships and partner with Sales to convert qualified opportunities. Establish repeatable processes: Implement customer health scoring, renewal playbooks, success plans, and QBR templates that the team uses consistently. Demonstrate customer value: Improve product adoption and help customers quantify the business impact of their investment. Deliver accurate forecasts: Provide leadership with reliable renewal projections and a clear understanding of the factors influencing churn and expansion. Build a scalable function: Create a Customer Success organization with the processes, talent, and accountability to operate effectively as the business grows. Compensation and Benefits Competitive compensation based on experience. Health, dental, and vision benefits. Hybrid work flexibility with opportunities for in‑office collaboration in Austin. 401(k) with matching employer contribution. Flexible paid time off (PTO). The opportunity to build and shape a Customer Success organization with significant ownership and impact. #J-18808-Ljbffr recruitAbility