Remote Director, Customer Success & Growth

LexisNexis Special Services Inc.; Franklin (TN); Hybrid; USD 99,000 - 183,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Wellbeing programs

Paid time off

Volunteer time

Job summary

LexisNexis Special Services Inc. is seeking a Director of Customer Success to lead retention and growth across government accounts within the VitalChek portfolio.

You will build scalable processes, coach a team of five CSMs, and drive renewal and expansion strategies with executive sponsors. Reporting to the Senior Director of Sales, this role requires a proven track record in government technology, strong relationship management at the executive level, and the ability to translate customer

Qualifications

• Minimum of 10 years in customer success, account management, sales, or related customer-facing leadership.
• Proven success leading teams responsible for revenue retention, renewals, and account growth.
• Experience forecasting revenue and managing performance against revenue targets.
• Ability to build executive-level customer relationships and navigate complex stakeholder environments.

Responsibilities

• 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.
• 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.

Skills

Customer success leadership

Revenue retention

Executive relationship management

Coaching and leadership

Forecasting revenue

Education

Bachelor's degree

Job description

LexisNexis Special Services Inc. is seeking a Director of Customer Success to lead retention and growth across government accounts within the VitalChek portfolio.

You will build scalable processes, coach a team of five CSMs, and drive renewal and expansion strategies with executive sponsors. Reporting to the Senior Director of Sales, this role requires a proven track record in government technology, strong relationship management at the executive level, and the ability to translate customer