About the Role
Lead and scale the customer success department by driving client retention, satisfaction, and product adoption through data-informed strategies and high-performing team leadership.
Responsibilities
- Develop and execute a scalable customer success strategy aligned with company growth
- Own customer retention metrics and drive initiatives to reduce churn
- Lead, mentor, and expand a distributed team of customer success managers
- Establish onboarding processes that drive early product value realization
- Collaborate with product and support teams to relay customer feedback
- Monitor key customer health indicators and implement intervention plans
- Design customer journey milestones to improve long-term engagement
- Oversee account management for mid-market and enterprise clients
- Create reporting frameworks for customer success performance
- Champion customer-centric practices across departments
- Identify expansion opportunities within existing accounts
- Lead quarterly business reviews with strategic customers
- Ensure SLAs are met across customer touchpoints
- Optimize customer communication workflows and tools
- Drive adoption of new features through targeted outreach
- Manage customer success budget and resource planning
- Implement training programs for team skill development
- Evaluate customer success technology stack and recommend improvements
- Foster a data-driven culture within the customer success team
- Partner with marketing on customer advocacy initiatives
- Coordinate cross-functional efforts during critical customer escalations
- Standardize best practices for renewals and contract extensions
- Conduct regular team performance evaluations
- Represent customer insights in executive planning sessions
- Ensure compliance with customer data privacy standards
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexible hours
Team
Part of the customer-facing leadership team focused on retention and satisfaction
Why This Role Matters
Customer success is central to long-term growth, and this leader will shape how clients experience the product long after onboarding. Your strategies will directly influence retention, satisfaction, and revenue sustainability.
What to Expect
You'll work across departments to ensure customers meet their objectives, lead a growing team, and use data to refine engagement models. Success is measured by reduced churn, increased adoption, and strong renewal rates.
Not available
