Remote Director of Customer Success & Growth

RL Canning, Inc.; 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

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.