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Mongoose · 1 month ago

Director of Customer Success & Growth

United States

Full-time

Remote

Director/Executive

$115K/yr - $225K/yr

Mongoose is on a mission to change lives by making conversation intelligence accessible to all in higher education. As the Director of Customer Success & Growth, you will lead the strategy and execution for the post-sale customer experience, ensuring customers realize value quickly and grow with the company. This role involves building a consistent operating model, driving retention and expansion outcomes, and collaborating across various teams to enhance customer engagement.

Responsibilities

Lead the Post-Sale Operating Model: Build and scale a consistent, predictable operating rhythm across onboarding, adoption, renewal, and expansion. You’ll define lifecycle stages, exit criteria, health signals, and playbooks that give the team clarity, focus, and repeatability

Own Retention & Expansion Outcomes: Build and operationalize a clear expansion strategy that turns customer value into revenue growth. You’ll define how the organization identifies expansion signals, sizes opportunities, qualifies commercial handoff, and executes renewals and upsell plays. Through strong coaching and disciplined inspection, you’ll protect gross retention and deliver consistent, segment-level NRR performance

Elevate Customer Onboarding & Adoption: Ensure customers realize value quickly through a structured, outcomes-focused onboarding motion. You’ll strengthen success planning, usage improvement strategies, and adoption plays that deepen product engagement and health

Provide Leadership Across CS & AM Functions: Offer strategic and operational leadership across Customer Success and Account Management, working through managers and team leads to elevate performance, coaching, accountability, and customer outcomes

Run the Post-Sale Inspection Cadence: Evaluate existing strategy for QBRs, health reviews, renewal/expansion forecast calls, and performance inspections to ensure they create visibility, remove blockers, and drive proactive decision-making

Develop a High-Performing Team: Coach and enable the post-sale organization to consistently deliver value. You’ll strengthen capability across onboarding, adoption, commercial execution, and client relationship management

Partner Across Revenue, Product, Marketing, and RevOps: Serve as the connective tissue that aligns teams around a unified customer journey. You’ll bring customer insights into roadmap decisions, lifecycle communications, and forecasting

Own Executive-Level Customer Engagement: Act as a senior escalation point for high-impact or at-risk accounts, strengthening alignment with institutional leaders and ensuring customers understand the value Mongoose delivers

Forecast Retention & Expansion with Precision: Partner with Revenue Leadership and RevOps to forecast renewal and expansion performance, diagnose gaps, and ensure predictable outcomes across segments

Champion the Voice of the Customer: Surface insights that inform product expansion opportunities, marketing narratives, customer advocacy, and strategic planning—ensuring every decision reflects what customers need to be successful

Qualification

Customer Success LeadershipB2B SaaS ExperienceOperating Model DevelopmentData-Driven Decision MakingCommercial AcumenExecutive PresenceCross-Functional CollaborationCoaching SkillsTeam LeadershipAdaptability

Required

Deep Post-Sale Leadership Experience: You bring meaningful experience leading Customer Success organizations in B2B SaaS, with hands-on ownership of onboarding, adoption, renewal, and expansion motions. A demonstrated track record of owning GRR and NRR outcomes with clear, measurable improvements at scale

Strength in Building Operating Models: You know how to design and scale the systems, playbooks, lifecycle stages, health scoring, and inspection rhythms that bring clarity, consistency, and predictability to a post-sale organization

Commercial Acumen & Expansion Mindset: You understand how to translate customer value into renewal stability and expansion opportunity. You can size, qualify, and sequence expansions, and you know how to coach teams to execute them with discipline

Leadership Through Managers & Team Leads: You've developed leaders and high-performing teams by creating role clarity, building coaching systems, and elevating performance through accountability, empowerment, and clear expectations

Data-Driven Decision Making: You're comfortable diagnosing gaps through metrics and dashboards, using KPIs, forecasting, and coverage models to guide decisions—and ensuring your team acts on insights, not anecdotes

Executive Presence & Customer Credibility: You can step into complex situations with senior stakeholders, manage escalations with steadiness, and reinforce value in a way that builds trust, alignment, and confidence

Cross-Functional Collaboration: You work naturally across Revenue, Product, Marketing, Finance, and RevOps to create a unified customer journey, shared success metrics, and cohesive execution across the full lifecycle

Ability to Navigate Complex Environments: You thrive in multi-stakeholder settings—like higher education or similarly complex industries—where value must be tailored, proven, and reinforced across diverse personas and decision makers

A Builder's Mindset: You enjoy bringing structure to evolving environments. You balance empathy and accountability, and you know how to create clarity, raise the bar, and scale systems as the team and business grow