Director of Customer Success
| Company | Paytronix |
|---|---|
| Location | Denver, CO, USA, Newton, MA, USA |
| Salary | $150000 – $175000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 8+ years of experience in Customer Success or Account Management within a SaaS environment, with 5+ years leading and scaling customer-facing teams.
- Proven track record of achieving customer retention, expansion, and satisfaction goals.
- Experience managing strategic CSMs focused on value attainment with experience negotiating renewals and renegotiating commercial terms that look for win/win solutions when required.
- Strong understanding of SaaS financial metrics, customer health scoring, and customer lifecycle management.
- Excellent leadership, coaching, and communication skills with the ability to inspire and influence teams and executives.
- Analytical mindset with experience using customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce) to drive insights and actions.
- Comfortable navigating enterprise-level customers and complex technical environments.
Responsibilities
- Lead, coach, and grow Customer Success Managers and develop Team Leaders fostering a culture of accountability, collaboration, and continuous improvement.
- Develop and execute customer success strategies and drive repeatable playbooks to accelerate product adoption, business outcomes, that drive high degrees of satisfaction, business value and naturally lead to expansion opportunities.
- Responsible for and deliver on GRR, NRR, and NPS targets, ensuring customer health and satisfaction.
- Oversee the post-launch customer journey, focused on value realization, renewal, and pathways to expansion.
- Build trusted advisor relationships with customer executives and key stakeholders to drive alignment on business goals and success metrics.
- Implement scalable processes, success plans, and customer health monitoring frameworks to proactively manage risk and identify growth opportunities, aligning to Global Standards.
- Partner closely with Sales, Product, Support, and Engineering to ensure customer feedback is incorporated into product development and account planning.
- Proactively identify risks to customer success and lead resolution efforts to preserve customer relationships and revenue.
Preferred Qualifications
- Experience working with SME, mid-market and enterprise B2B customers.
- Background in managing technically complex SaaS solutions or platforms.
- Familiarity with driving success in recurring revenue business models.