Director of Customer Success

RL Canning; United States; Remote; USD 145,000 - 175,000; Full time

Benefits offered by this job

Short-Term Disability

AD&D and Life Insurance

401(k) with employer matching

Paid Time Off

Paid Holidays

Job summary

RL Canning, Inc. is seeking a Director of Customer Success to lead and grow the CS team while remaining hands-on with strategic accounts.

You will own customer health, profitability, and growth, using data to guide decisions and drive outcomes across delivery, support, and transitions. The role requires 5+ years in client-facing IT services, 2+ years managing CS or related teams, and a track record of expanding revenue and improving retention.

Qualifications

• Minimum 5+ years in client-facing IT/services roles.
• Minimum 2+ years directly managing customer success or account teams.
• Strong understanding of profitability, margins, retention metrics.
• Experience with ITIL/Service Desk environments and SLA design.
• Track record of improving customer retention and expanding revenue.

Responsibilities

• Lead, mentor, and grow a team of Customer Success Managers (CSMs).
• Own executive relationships with strategic accounts; lead QBRs and renewal discussions.
• Monitor health metrics, including CSAT, NPS, churn, and renewal rates.
• Partner with Sales, Service Delivery, and Service Desk to ensure smooth transitions and SLAs.
• Drive gross and net revenue retention, expansion, and portfolio profitability.
• Present dashboards and results to leadership on a monthly cadence.
• Collaborate on account plans, expansions, and Statements of Work.
• Support continuous improvement across delivery and customer outcomes.

Skills

Client-facing responsibilities

Team leadership

Financial acumen

Data-driven decision making

ITSM/ServiceNow familiarity

Salesforce/PSA/Power BI experience

Analytical mindset

Willing to travel

Education

Bachelor’s degree in business/management/engineering or equivalent

ITIL 4 Foundation (preferred)

ServiceNow certification or experience (preferred)

Tools

ServiceNow

Salesforce

Power BI

Job description

Remote Role – United States (Prefer AZ or IL)

We are not offering visa sponsorship or C2C for this position due to resource requirements

Who We Are

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals.

Job Overview

RL Canning is seeking an experienced Director of Customer Success to lead and grow our team of Customer Success Managers (CSMs). This is a player-coach role: you will manage, mentor, and develop the CSM team while staying directly engaged with a portfolio of our most strategic customer accounts. You will own the health, profitability, and growth of our customer base, using data on performance, utilization, and margin to guide decisions and hold the team accountable. As a member of the leadership team, you will be the senior voice of the customer inside RL Canning, partnering closely with Sales, Service Delivery, the Service Desk, and our ServiceNow practice. You will also own RL Canning’s service transition efforts, taking new and expanding clients from signed agreements to steady-state operations.

The US base salary range for this full-time position is $145,000.00 to $175,000.00 annually W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The salaried wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors. Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

In this role, you will

• Lead, manage, and grow a team of Customer Success Managers (CSMs), setting clear expectations, account assignments, and performance goals, while fostering a collaborative, accountable, high-performance culture.
• Coach and develop CSMs through one-on-ones, account reviews, and joint customer calls; build individual development plans and identify training and certification needs such as ITIL and ServiceNow.
• Own a portfolio of strategic customer accounts as the executive relationship lead, leading or joining quarterly business reviews (QBRs), executive sponsor meetings, and renewal conversations.
• Act as a trusted advisor, connecting customer business goals to RL Canning services, ServiceNow roadmaps, and managed service outcomes, and serve as the senior escalation point for customer issues across delivery, support, and account teams.
• Track and analyze customer health across the portfolio, including SLA performance, ticket trends, adoption, CSAT, NPS, and risk indicators, turning feedback and data into action.
• Monitor account profitability, gross margin, and CSM and delivery resource utilization, identifying accounts that are over-serviced, under-scoped, or at risk and balancing workloads across the team.
• Own core customer success metrics, including gross and net revenue retention, renewal rate, expansion revenue, and churn, and present dashboards and portfolio results to leadership monthly.
• Oversee customer outcomes across active projects and managed services, partnering with project managers, Service Delivery, and Service Desk leadership to keep work on time, within scope, and on budget; own customer-facing SLAs and SLOs, ensure smooth handoffs from Sales and service transition into steady-state, and drive continuous improvement.
• Partner with Sales on account plans, expansion strategy, renewals, and Statements of Work (scope, deliverables, timelines, resourcing, and pricing), identify growth opportunities such as ServiceNow enhancements, Nexthink, and additional managed services, share customer and market insights, and contribute to company-wide strategy as a member of the leadership team.
• Perform other tasks as necessary to support and achieve business objectives.

For this role, you will need

• 5+ years in client-facing roles within IT consulting, managed services, or professional services.
• 2+ years directly managing customer success managers, account managers, or similar customer-facing teams, with proven player-coach experience leading a team while personally owning enterprise customer relationships.
• Strong financial acumen, with experience tracking account profitability, margin, utilization, and retention metrics.
• Experience running or partnering closely with a support or service desk function, including SLA design and escalation management.
• A track record of improving customer retention and growing revenue within existing accounts.
• Comfort with data and reporting tools, and the ability to turn metrics into clear actions and executive-ready updates.
• Excellent communication, negotiation, and problem-solving skills, with strong executive presence.
• Bachelor’s degree in business, management, engineering, or a related field, or equivalent experience.
• Experience with ServiceNow, ITSM, or managed service desk offerings, and ITIL 4 Foundation certification. (Preferred)
• Experience with Salesforce, a professional services automation (PSA) tool, or Power BI, and familiarity with digital employee experience platforms such as Nexthink. (Preferred)
• Willingness to travel as needed to support client projects and corporate responsibilities.

Why Join Us

Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.

Professional and Personal Growth: We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengths strengthens careers and drives the collective success.

Collaborative & Inclusive Culture: Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do.

Empowering Work Environment: Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success.

Benefits Offered

• Short-Term Disability Insurance
• Accidental Death & Dismemberment (AD&D) and Life Insurance
• 401(k) retirement savings plan with employer matching
• Paid Time Off
• Paid Holidays

** RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.