Director, Customer Success — Tech Vertical Build & Retention

Axcel Learning; United States; Híbrido; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Axcel Learning, in its Technology Vertical, is seeking a Director of Customer Success to define and build the function across three brands. You will own retention, create a playbook, and implement health scoring, renewal discipline, and scalable tooling from day one, guiding a high-trust team with deep enterprise relationships.

The role sits with senior leadership and requires balancing strategy with hands-on coaching to drive WRR/NRR and a disciplined renewal process across North America and

Formación

• 8+ years in customer success, account management or related post-sale discipline.
• 3+ years leading a team with retention accountability.
• Familiarity with customer success tooling and CRM and a single source of truth.
• Experience building or overhauling a customer success function rather than inheriting one.
• B2B subscription or SaaS with GRR/NRR and renewal forecast accuracy.
• Track record merging post-sale teams across multiple products, brands or acquired businesses.
• Data fluency to read usage and cohort data and identify at-risk accounts.
• Executive presence with enterprise customers and ability to run business reviews.

Responsabilidades

• Own gross and net revenue retention across the vertical and the renewal forecast.
• Develop and implement one customer success playbook across three brands.
• Lead the customer success organization and align roles, levels, and career paths.
• Specify and stand up the customer success technology stack and single source of truth.
• Lead onboarding and time-to-value for enterprise subscription accounts to reduce churn.
• Instrument customer health and early warning signals and drive mitigation plays.
• Identify growth in the installed base and manage disciplined handoffs with sales for expansion.
• Capture usable cancellation reasons and feed them into product/content decision-making.

Conocimientos

Customer success leadership

B2B SaaS

Executive presence

Data fluency

Distributed/international teams

Renewal forecasting

GRR/NRR ownership

CRM

Herramientas

CRM

Descripción del empleo

Axcel Learning, in its Technology Vertical, is seeking a Director of Customer Success to define and build the function across three brands. You will own retention, create a playbook, and implement health scoring, renewal discipline, and scalable tooling from day one, guiding a high-trust team with deep enterprise relationships.

The role sits with senior leadership and requires balancing strategy with hands-on coaching to drive WRR/NRR and a disciplined renewal process across North America and