MetaComet Systems · 23 hours ago
Director of Customer Success
Northampton, MA
Full-time
Hybrid
Director/Executive
$120K/yr - $150K/yr
10+ years expMetaComet Systems is a leading technology solutions provider dedicated to delivering innovative software and services. They are seeking a strategic and results-driven Director of Customer Success to lead their customer success organization, focusing on driving customer satisfaction, retention, and growth through effective strategies and team leadership.
PublishingSoftware
Hiring Manager
Caitlin Courtney-Biedrzycki
Responsibilities
Lead and manage the Customer Success team of five (5). Room for team growth and expansion
Current Reporting Positions include: Customer Support Analyst, Product Support Specialist, Account and Implication Manager
Provide mentorship, coaching, and career development opportunities
Develop and implement a comprehensive customer success strategy aligned with company goals, including onboarding, adoption, retention, and expansion
Partner with Sales, Product, and Engineering teams to ensure customer feedback informs product roadmap and service improvements
Create, monitor and respond to predictive customer health metrics that improve retention, satisfaction, and referrals
Complete ownership of customer success technology stack, such Freshdesk and Asana
Drive initiatives to reduce churn and increase customer lifetime value through structured programs, advocacy, and upsell opportunities
Evaluation and refine processes, playbooks, and tools to improve team efficiency and customer engagement
Serve as an escalation point for complex customer issues, ensuring timely and effective resolution
Reinforce our culture of customer-centricity within the organization, championing the voice of the customer across all departments
Serve as a member of the Leadership Team. Responsible for executive level reporting and ownership of scorecard
Collaborate with other departments like Dev/QA/sales/marketing
Qualification
Required
Bachelor's degree required; MBA a plus
SaaS experience is required
At least ten (10) years of prior experience in Customer Success or related roles, including leadership experience
Experience with change management and scaling processes
Proven track record of driving customer retention, satisfaction, and growth in a B2B SaaS or technology services environment
Strong leadership, team building, and people management skills
Excellent communication and interpersonal skills, with the ability to influence all levels of the organization
Data-driven mindset with experience leveraging metrics to guide strategy and measure success
Familiarity with CRM and customer success platforms
Benefits
Health and dental benefits
Up to 4% matching for 401(k) retirement plan
PTO (Vacation, sick, personal)
Remote flexibility
Professional Development budget - for Director and their team
Company
MetaComet Systems
One of the first royalty management systems developed specifically for publishers .
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase