Vanilla · 6 hours ago
Senior Director of Customer Success
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
12+ years exp
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No H1B
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Responsibilities
Build strategic, trust-based relationships with key customer stakeholders to drive loyalty, advocacy, and long-term partnerships.
Design and implement scalable operational frameworks and standard operating procedures tailored to diverse customer segments.
Develop and execute strategies to increase customer retention, identify upsell/cross-sell opportunities, and grow existing customer relationships.
Oversee the customer onboarding process, ensuring customers quickly realize the value of our product while maintaining high engagement throughout their lifecycle.
Develop proactive strategies to identify at-risk customers and implement early intervention tactics to reduce churn.
Hire, mentor, and lead a growing team of Customer Success Managers, providing the tools and resources necessary to achieve exceptional outcomes.
Define, track, and report key Customer Success metrics (e.g., NPS, churn, customer health scores, time to value) to the SVP and executive leadership team.
Continuously improve Customer Success processes and workflows, identifying gaps or bottlenecks in the customer journey.
Collaborate closely with Product, Sales, and Marketing teams to align on customer needs and ensure feedback is integrated into product development.
Partner with Sales, Product, and Support teams to ensure a cohesive customer experience from pre-sales through product adoption and ongoing support.
Act as a key voice in shaping the company’s overall customer experience strategy and providing thought leadership to enhance Customer Success at scale.
Qualification
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Required
12+ years of experience in Customer Success, Account Management, or similar roles in a SaaS or technology company.
5+ years of experience managing and scaling high-performing teams, including leadership of senior managers.
Proven track record of building and leading Customer Success organizations at high-growth startups or technology companies.
Strong understanding of customer success metrics (e.g., NPS, churn, LTV, customer health) and strategies to drive measurable improvements.
Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives.
Experience mentoring and coaching teams, fostering a collaborative and customer-centric culture.
Data-driven decision-making approach, with the ability to analyze customer data and deliver actionable insights.
Hands-on experience with Customer Success software (e.g., Gainsight, ChurnZero) and CRM platforms (e.g., Salesforce).
Exceptional communication, presentation, and stakeholder management skills, with a proven ability to influence cross-functional teams.
Benefits
Flexible paid time off policy and 12 company-wide paid holidays
Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
Medical, dental, and vision benefits coverage for employees and their families
401K and employer match eligibility after one month of employment
Budget for learning & development, health & wellness, and home office setup
Paid parking or transit for hybrid and in office employees
Company
Vanilla
Vanilla offers an estate planning platform that enhances the experience for wealth management firms and their clients.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$81.4MKey Investors
Insight PartnersVenrock
2024-08-15Series B· $35M
2022-04-28Series B· $30M
2021-08-30Series A· $11.6M
Leadership Team
Amjad Hussain
CTO
Company data provided by crunchbase
