Director Customer SuccessDepartment: Customer Success
Employment Type: Full Time
Location: Remote - USA
Compensation: $145,000 - $185,000 / year
DescriptionSummaryThe 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 RequirementsMust 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
Benefits- Flexible PTO
- 2 Company-Wide Mental Health Days
- Parental Leave Programs
- 401(k) with Company Match
- Broad Equity Participation
