Remote Director of Customer Success

Feathr; United States; À distance; USD 125 000 - 150 000; Plein temps

Avantages offerts par ce poste

100% Remote work

Health, Dental, Vision insurance

Paid time off

Résumé du poste

Feathr is seeking a Director of Customer Success to lead a revenue-driven CS organization and own the strategy for protecting and growing the customer base. This is a director-level role reporting to the VP of Customer Success, with a focus on GRR, NRR, and value outcomes across Feathr’s products and services.

You will guide a high-performing team, set clear goals, coach and develop managers and CSMs, and partner with Sales, Support, Onboarding, Product, and Marketing to optimize the customer

Qualifications

• 3+ years of people management in a team leadership role.
• 6+ years in customer success, account management, and SaaS team experience.
• Experience running a Customer Success function, or leading on a CS team, at a tech platform.
• A track record of leading teams against revenue goals like GRR, NRR, and renewals.
• Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base.

Responsabilités

• Lead Feathr’s Customer Success teams against revenue goals.
• Establish strategic success plans as the standard for how your team manages customer relationships.
• Use product usage and engagement data to identify adoption risks and expansion opportunities.
• Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
• Serve as an escalation point and join key customer calls.
• Report clearly on retention, renewals, and progress toward key targets.
• Hire for the team and build its onboarding and training programs.
• Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Connaissances

People management

Customer success

SaaS

Leadership

Strategic thinking

Description du poste

Feathr is seeking a Director of Customer Success to lead a revenue-driven CS organization and own the strategy for protecting and growing the customer base. This is a director-level role reporting to the VP of Customer Success, with a focus on GRR, NRR, and value outcomes across Feathr’s products and services.

You will guide a high-performing team, set clear goals, coach and develop managers and CSMs, and partner with Sales, Support, Onboarding, Product, and Marketing to optimize the customer