Director of Customer Success

Job Overview:

The Director of Customer Success will be responsible for helping define and implement operational metrics, driving key Customer Success initiatives, and continuously improving processes to achieve higher customer/revenue retention, adoption, customer satisfaction, and growth. This role oversees a team of Customer Success Managers (CSMs) and is responsible for customer success program creation, development and execution. The Director of Customer Success will play a key role in evolving our operational methodology, creating effective playbooks, and ensuring that our Customer Success function is aligned with industry best practices and overall business goals. The ideal candidate is an experienced customer success leader (10+ years in customer success) with a passion for customer advocacy, a proven ability to scale customer success operations, and expertise in managing teams to exceed KPIs .Additionally, they are responsible for and have extensive experience creating and executing customer success strategic programs to enhance customer health, maximize value realization, and ensure a world-class customer experience..

What you’ll do:

• Define and apply key operational metrics to assess the effectiveness of the Customer Success team’s activities and processes.
• Regularly monitor, analyze, and report on key performance indicators (KPIs), including retention rates, customer health scores, adoption metrics, and customer satisfaction levels.
• Drive initiatives focused on improving customer retention, adoption, and customer satisfaction, ensuring our customers are realizing the full value of our products/services.
• Lead efforts to identify at-risk customers and define proactive strategies to reduce churn while expanding opportunities for upselling and cross-selling.
• Collaborate with Sales, Product, and Marketing teams to align Customer Success strategies with broader company goals, enhancing the customer lifecycle journey.
• Define, implement, and continually refine Customer Success playbooks to standardize operations and provide consistency across all customer interactions.
• Structure and enhance internal processes that streamline operations and improve efficiency while maintaining a personalized approach to customer care.
• Create and maintain a framework for regular customer touchpoints, such as quarterly business reviews (QBRs) and renewal conversations.
• Lead, mentor, and develop a high-performing Customer Success team, ensuring alignment with company goals and customer outcomes.
• Cultivate a customer-centric culture within the team and across the organization, emphasizing empathy, proactive communication, and problem-solving.
• Develop training materials and programs that ensure the team remains up-to-date with new product features, industry trends, and best practices in Customer Success.
• Participate in the design and execution of customer success technology stack (CRM, customer success software) to ensure smooth operations and data-driven decision-making.
• Lead initiatives to gather and act on customer feedback through surveys, interviews, and other channels to ensure continuous improvement in customer experience.
• Oversee customer health score models and use data insights to improve proactive engagement with customers to ensure they remain on track to achieve their desired outcomes.
• Partner with Product and Engineering teams to provide feedback on product issues, potential enhancements, and customer pain points.
• Collaborate with Sales and Marketing to ensure seamless handoffs from sales to customer success and that customers are set up for success from day one.

Strategic Customer Success Programs

• Design and oversee scalable customer success programs, including digital customer success, adoption, retention, and advocacy initiatives.
• Implement a customer journey framework that ensures proactive engagement and consistent delivery of value throughout the lifecycle.
• Lead the development of customer health monitoring programs, incorporating data-driven insights to drive interventions.
• Oversee specialized initiatives such as Executive Sponsor programs, Customer Advisory Boards, and advocacy campaigns.

What we’re looking for:

• Bachelor’s degree in Business or related field
• 10+ years in Customer Success
• A minimum of 5 years in a leadership position.
• Strong expertise in defining and applying operational metrics, KPIs, and customer success benchmarks.
• Proven track record of driving customer retention, customer satisfaction, and customer health through structured initiatives.
• Experience with playbook development, process optimization, and customer lifecycle management.
• Ability to lead cross-functional teams and drive customer-first initiatives.
• Familiarity with a customer success platform (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce, HubSpot).
• Excellent analytical, strategic thinking, and problem-solving abilities.
• Strong leadership skills with a focus on team development, mentorship, and fostering a customer-centric culture.
• Excellent communication and interpersonal skills, capable of presenting to executive leadership and collaborating across departments.
• Ability to build relationships with customers, internal stakeholders, and cross-functional teams.
• Experience in FinTech or B2B services is a plus.