Proficient in CRM systems (Salesforce) and data visualization tools
Bachelor's degree in Business, Public Administration, or related field
Willingness to travel up to 25% as needed
Responsibilities
Lead the strategic renewal cycle for ~60 VINE state contracts
Manage a $100M revenue base focusing on Net Revenue Retention
Act as a trusted advisor for high-level client stakeholders
Coach and develop a team of Customer Success Managers
Implement the 'Four Pillars of Success' across the team
Coordinate with Account Executives using the GOST framework
Establish a strong internal network for problem resolution and improved outcomes
Benefits
Comprehensive compensation and healthcare packages
401k matching
Paid time off
Organizational growth potential through an online learning platform with guided career tracks
Full Job Description
The Director of Customer Success is a high-impact leadership role reporting to the VP of Customer Success. You will be responsible for leading a team of three to five (3-5) Customer Success Managers (CSMs) with a primary mission of ensuring the retention and growth of approximately 60 contracts valued at over $100M. You will serve as the strategic architect for customer health, leveraging qualitative and quantitative measures to ensure our public safety partners realize maximum value from their investments. Our ideal candidate will thrive in a hybrid work environment, splitting their time between our Louisville, KY office (Monday, Tuesday, Wednesday, and Thursday) and remote work (Friday).
What you'll do:
Strategic Portfolio Leadership & Retention
Renewal Ownership: Lead the strategic renewal cycle for the ~60 VINE state contracts, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure.
Financial Oversight: Manage over $100M revenue base, ensuring the team remains focused on Net Revenue Retention (NRR) and identifying opportunities for product penetration and expansion.
Executive Escalation: Serve as the primary trusted advisor and advocate for high-level client stakeholders, acting as an escalation point for complex issues to ensure long-term strategic alignment.
Team Management & Development
CSM Leadership: Manage and coach a team of Customer Success Managers, fostering a culture of proactive leadership and consultative partnership.
Process Optimization: Institutionalize the "Four Pillars of Success"-Strategic Customer Engagement, Product & Process Optimization, High-Impact Internal Collaboration, and Customer Relationship & Growth Strategy-across the team.
Cross-Functional Advocacy: Coordinate with Account Executives (AEs) using the GOST (Goals, Opportunities, Strategy, Tactics) framework to monitor retention and growth plans for each account.
Establish a superior internal network across all internal partners (Sales, Ops, Tech) to influence complex problem resolution, improved delivery and better outcomes for our customers.
Customer Health & Data Strategy
Quantitative Monitoring: Establish and monitor account health metrics, product adoption rates, and utilization trends to proactively identify at-risk accounts.
Qualitative Excellence: Standardize the delivery of Executive Business Reviews (QBRs/ABRs) to quantify business value and drive long-term alignment with client goals.
Product Influence: Champion the "Voice of the Customer" internally to influence product roadmaps and prioritize enhancements based on documented user needs.
What experience you need:
7+ years of experience in Customer Success, Account Management, or Strategic Consulting within the SaaS or Public Sector technology space.
3+ years of direct people management experience, with a proven track record of leading high-performing teams to meet or exceed retention targets.
Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts (demonstrated experience with $50M+ portfolios preferred).
Expertise in leveraging CRM systems (Salesforce) and data visualization tools for account planning, forecasting, and tracking customer health metrics.
Bachelor's degree in a related discipline (Business, Public Administration, etc.) or equivalent experience.
Travel up to 25% of the time, or as needed, to support client initiatives.
What could set you apart:
Public Safety Expertise: Deep knowledge of the government procurement process, state funding cycles, and grant mechanisms.
Executive Presence: Exceptional ability to communicate and foster positive relationships with C-suite executives and high-level government officials.
Strategic Frameworks: Demonstrated experience in strategic account planning and adopting structured methodologies (e.g., GOST, Gainsight, or similar) to drive customer outcomes.
#LI-JD1
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Primary Location: USA-KY-Louisville
Function: Function - Sales and Account Management
Schedule: Full time
About Equifax
Equifax Inc. is a data analytics and technology company that assists organizations and individuals in making informed business and personal decisions. Headquartered in Atlanta, Ga., Equifax operates or has investments in 24 countries in North America, Central and South America, Europe and the Asia Pacific region. It is a member of Standard & Poor's (S&P) 500® Index, and its common stock is traded on the New York Stock Exchange (NYSE) under the symbol EFX. Equifax employs approximately 11,000 employees worldwide.
