5+ years of experience leading customer success or account management teams in B2B SaaS, including managing managers.
Proven leadership skills to motivate and develop teams to exceed performance goals.
Experience in developing scalable customer success strategies and operational processes.
Willingness to travel 25% to 30%.
Experience managing Enterprise accounts.
Familiarity with introducing technology, including AI, for operational improvements.
Proficiency in Salesforce.
Responsibilities
Develop and execute strategies to retain and grow customer accounts.
Manage contract renewals, health scoring, churn forecasting, and account escalations.
Build and develop a high-performing team through hiring, coaching, and professional growth.
Create effective Customer Success motions to drive adoption and upsell opportunities.
Evaluate and optimize systems and processes, leveraging AI for efficiency gains.
Collaborate with leaders across departments to enhance customer experiences and product adoption.
Enhance Consulting Services offerings and drive adoption among customers.
Advocate for customers internally and represent leadership in customer interactions.
Benefits
Flexible PTO
2 Company-Wide Mental Health Days
Parental Leave Programs
401(k) with Company Match
Broad Equity Participation
Full Job Description
Director Customer Success
Department: Customer Success
Employment Type: Full Time
Location: Remote - USA
Compensation: $145,000 - $185,000 / year
Description
Summary
The Director of Customer Success will be responsible for overseeing all aspects of our Customer Success and Consulting Services teams, retaining and growing our customer accounts and delivering great outcomes for firms on the Centerbase platform.
Key Responsibilities
Develop and execute strategies to retain and grow our customer accounts
Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews (both onsite and remote)
Build and develop a world-class team by hiring, coaching, and developing the individuals on the team, driving professional growth and engagement
Develop effective Customer Success and Consulting motions to drive adoption & enablement, upsell opportunities, and channel customer needs back into the organization.
Evaluate, implement, and continuously optimize the systems, applications and processes the team uses; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals with measurable efficiency gains.
Partner with leaders of Support, Implementation, Product, Engineering and Sales to ensure positive customer experiences, successful product adoption, and account growth.
Enhance our Consulting Services offerings and drive adoption through both NCA and existing customers.
Serve as a leading voice advocating for customers internally, and represent Centerbase Leadership with customers.
Build and nurture executive relationships with customers
Measures of Success
Gross and Net Revenue Retention
On-time / long-term renewals
Upsell opportunities sourced
Consulting services revenue
NPS
Preferred Requirements
Must have:
5+ years progressive experience leading customer success and/or account management teams in B2B SaaS, including experience managing managers
Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals.
Demonstrated experience in developing and implementing scalable customer success strategies and operational processes.
Ability to travel roughly 25% to 30%
Experience managing Enterprise accounts
Experience introducing technology, including AI, to drive operational improvements
Proficiency with Salesforce
Preference for:
Domain experience in SaaS Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial
Onboarding, Technical Support, or Professional Services experience is a plus
