Captiv8 · 4 hours ago

Senior Director, Customer Success

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

10+ years exp

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Responsibilities

Develop and execute a customer success strategy aligned with the company’s growth goals.

Establish a scalable framework for customer onboarding, adoption, renewal, and expansion.

Own net retention metrics, including customer churn and upsell targets.

Identify growth opportunities and drive account expansions.

Build, mentor, and inspire a high-performing global customer success team.

Set clear KPIs for the team, fostering accountability and performance excellence.

Serve as the voice of the customer internally, ensuring customer feedback informs product and service enhancements.

Build strong relationships with key customers, acting as a relationship sponsor.

Implemented and optimized customer success tools and processes, including CRM and analytics platforms like SalesForce.

Monitor and report on customer health scores, satisfaction (e.g., NPS/CSAT), and other success metrics.

Partner with product and engineering teams to influence the product roadmap based on customer insights.

Collaborate with marketing on case studies, testimonials, and reference programs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessAccount ManagementSaaS experienceCustomer retention metricsCustomer onboardingCRM toolsSalesForceCustomer feedbackNPS/CSATGlobal team scalingEnterprise relationships