Head of Customer Success – Retention & Growth

LexisNexis Risk Solutions; Franklin (TN); À distance; USD 99 000 - 183 000; Plein temps

Avantages offerts par ce poste

401(k) with match

Wellbeing platform with Headspace app

Paid time off

Employee Assistance Program

Résumé du poste

LexisNexis Risk Solutions is seeking a Director of Customer Success (Retention and Growth) to build a high-performing operating model, lead five Customer Success Managers, and drive renewal and expansion across government customers. The role is remote within the United States with travel to customer locations and events.

You will establish scalable processes, executive relationships, and proactive retention strategies while partnering with Product, Support, and Sales teams to maximize customer

Qualifications

• Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role.
• Proven success leading teams responsible for revenue retention, renewals, and account growth.
• Experience forecasting revenue and managing performance against revenue targets.
• Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments.
• Strong coaching, leadership, communication, and presentation skills.
• Experience managing escalations and resolving complex customer challenges.

Responsabilités

• Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction.
• Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.
• Build and execute customer success strategies that support company growth objectives and customer retention goals.
• Create scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness.
• Own team performance against renewal, retention, and expansion revenue targets.
• Partner with Customer Success Managers to identify upsell and cross-sell opportunities within existing accounts.
• Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities for the customer success organization.
• Monitor customer health indicators and proactively address risks to retention and renewal success.
• Build trusted relationships with senior government stakeholders and executive sponsors.
• Serve as an escalation point for critical customer issues and strategic account concerns.
• Conduct executive business reviews and strategic planning discussions with key customers.
• Support major contract renewals, negotiations, and expansion opportunities.
• Partner with Implementation, Product Management, Support, Operations, and Executive Leadership to deliver strong customer experiences.
• Provide customer insights and market feedback to influence product strategy and service delivery.
• Collaborate with implementation and onboarding teams to support smooth customer transitions and long-term adoption.
• Develop and maintain customer success processes, metrics, and reporting frameworks.
• Analyze customer and revenue data to identify trends, risks, and growth opportunities.
• Lead change-management and process-improvement initiatives that strengthen organizational performance and customer outcomes.

Connaissances

Leadership

Coaching

Communication

Presentation

Formation

Bachelor's degree

Description du poste

LexisNexis Risk Solutions is seeking a Director of Customer Success (Retention and Growth) to build a high-performing operating model, lead five Customer Success Managers, and drive renewal and expansion across government customers. The role is remote within the United States with travel to customer locations and events.

You will establish scalable processes, executive relationships, and proactive retention strategies while partnering with Product, Support, and Sales teams to maximize customer