Senior Director of Customer Success

5-7+ years of management experience leading customer-facing teams of 10-25 people, specifically those that own a renewal or commercial conversations at a strategic level
Ideal: Manager of managers experience with teams of 25-75+ people
Scaling experience from companies in the $50M-$200M ARR range that have undergone rapid, structured growth
Transformation leadership experience, ideally from private equity-backed companies or organizations that have successfully evolved their go-to-market approach
Industry experience in restaurants, hospitality, or similar customer-centric sectors (preferred but not required)

Coach and uplevel the entire team to shift from tactical feature adoption to strategic value conversations that will lead into renewals
Develop structured methodologies for customer engagement focused on business outcomes
Build capabilities across the team to articulate ‘the why’ behind recommendations and drive meaningful change
Establish regular Strategic Business Reviews with customer executives
Create structured approaches to identify and mitigate churn risks
Transform customer conversations to focus on ROI, value realization, and strategic outcomes
Drive Gross Revenue Retention back to 95% (our North Star metric) from 93+%
Improve Relationship NPS scores
Enhance customer insights and feedback systems
Increase Net Revenue Retention through strategic cross-sell and upsell opportunities
Generate qualified sales leads (CSQLs) from the Customer Success organization
Prepare the organization for continued growth and expansion
Develop manager-of-managers capabilities as the team scales
Work collaboratively with leadership to implement frameworks and execute on strategic deliverables

Transformational coaching – ability to rapidly upskill teams and drive mindset changes
Strategic execution – can take frameworks and deliverables and execute at scale
Customer-centric leadership – natural ability to think from the customer’s perspective about value and outcomes
Change management – experience leading teams through significant operational and strategic shifts
Data-driven approach – comfortable with metrics, KPIs, and using data to drive decisions