Remote Director of Customer Success & Growth

Raptor Maps, Inc; Somerville (MA); Remote; USD 130,000 - 150,000; Full time

Job summary

Raptor Maps, Inc in Somerville, MA is seeking a Director of Customer Success to lead the CS team, drive revenue retention, and ensure customers achieve measurable outcomes with the Raptor Maps platform.

You will partner with Sales, Operations, and Product to translate customer insights into actions that protect revenue and scale the organization as it grows. The role requires travel up to 50% and a proven track record in enterprise CS leadership.

Qualifications

• 8+ years experience in Customer Success or enterprise account leadership.
• 5+ years leading a Customer Success team in a B2B mixed Software and Services environment.
• Proven track record owning and hitting retention and expansion revenue targets.
• Strong coaching and development abilities with accountability.
• Experience using CRM and CS tooling to manage health and pipeline.

Responsibilities

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes.
• Develop and maintain playbooks, SOPs, and team-facing materials that enable CS team members to operate consistently at scale, with a focus on proven renewal motions and strategies.
• Own Gross Revenue Retention, assigning accounts across Customer Success team and strategically owning high-value customer relationships and renewals.
• Act as a senior escalation point for complex customer situations, resolving issues while protecting the long-term relationship and traveling as needed to this end.
• Represent Customer Success in leadership discussions, including potential touchpoints with Board of Directors members, contributing perspective on retention risk, expansion opportunity, and product-market fit.
• Monitor and report on CS KPIs including GRR, expansion ARR, and customer health.
• Partner with Sales to support expansion opportunities and upsell motions within existing accounts.
• Synthesize customer feedback across the portfolio and bring structured, actionable insight to Operations prioritization and Product roadmap conversations.

Skills

Customer Success leadership

Revenue retention

Cross-functional collaboration

Coaching

CRM tooling

Tools

CRM systems

Job description

Raptor Maps, Inc in Somerville, MA is seeking a Director of Customer Success to lead the CS team, drive revenue retention, and ensure customers achieve measurable outcomes with the Raptor Maps platform.

You will partner with Sales, Operations, and Product to translate customer insights into actions that protect revenue and scale the organization as it grows. The role requires travel up to 50% and a proven track record in enterprise CS leadership.