This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Mid-Market Customer Success based in the United States.
This role offers the opportunity to lead a high-impact customer success organization focused on retention, expansion, and long-term customer value.
You will oversee a mid-market customer portfolio while guiding a team of Customer Success professionals toward measurable business outcomes.
The position combines strategic leadership, operational excellence, and customer advocacy within a fast-growing SaaS environment.
You will drive adoption, renewal performance, and revenue growth by building scalable customer success strategies and strong executive relationships.
Working closely with Sales, Product, Support, Engineering, and Operations teams, you will help shape the customer journey and improve business impact.
This is an ideal opportunity for an experienced SaaS leader passionate about coaching teams, leveraging data, and creating exceptional customer experiences.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Mid-Market Customer Success based in the United States.
This role offers the opportunity to lead a high-impact customer success organization focused on retention, expansion, and long-term customer value.
You will oversee a mid-market customer portfolio while guiding a team of Customer Success professionals toward measurable business outcomes.
The position combines strategic leadership, operational excellence, and customer advocacy within a fast-growing SaaS environment.
You will drive adoption, renewal performance, and revenue growth by building scalable customer success strategies and strong executive relationships.
Working closely with Sales, Product, Support, Engineering, and Operations teams, you will help shape the customer journey and improve business impact.
This is an ideal opportunity for an experienced SaaS leader passionate about coaching teams, leveraging data, and creating exceptional customer experiences.
Accountabilities:
- Lead and manage a team of Customer Success Managers, providing coaching, mentorship, performance guidance, and strategic direction.
- Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and expansion opportunities.
- Own key business outcomes including renewal rates, net revenue retention, gross revenue retention, customer health metrics, and account growth.
- Participate in revenue forecasting and account planning activities by providing data-driven insights on renewal risks and expansion opportunities.
- Serve as an executive sponsor for strategic accounts, building relationships with senior stakeholders and supporting executive-level business reviews.
- Establish operational discipline across the customer success organization, including activity tracking, utilization goals, Salesforce data quality, and portfolio management.
- Partner with Sales, Product, Support, Engineering, and other teams to represent customer needs and improve customer outcomes.
- Create scalable customer journey frameworks, playbooks, and processes in collaboration with Revenue Operations, Enablement, and Customer Success leadership.
- Guide customers and internal teams through change management initiatives, including adoption of AI-powered tools and new workflows.
- Analyze customer success performance data to identify trends, improve processes, and drive continuous improvement.
- 7+ years of experience in customer success, account management, consulting, or related customer-facing roles within a SaaS organization.
- 2+ years of direct experience managing Customer Success or account management teams.
- Proven success achieving retention, renewal, and expansion targets in a SaaS environment.
- Strong understanding of customer success metrics including NRR, GRR, account health indicators, and risk mitigation strategies.
- Experience participating in revenue forecasting and cross-functional account planning with Sales and Renewals teams.
- Strong analytical mindset with the ability to use data to identify opportunities and make informed decisions.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to coach, motivate, and develop high-performing customer success teams.
- Highly organized with strong attention to detail and the ability to manage multiple priorities.
- Experience using customer success and business tools such as Salesforce, Gong, Claude Cowork, or similar platforms.
- Strong problem-solving skills with the ability to operate effectively in a fast-paced and evolving environment.
- Experience with qualitative research, UX research, or market research is a plus.
- Competitive compensation package with bonus and equity opportunities.
- Fully remote work opportunity within the United States.
- Comprehensive benefits package supporting employees and their dependents.
- Flexible paid time off and company holidays.
- Paid parental leave.
- 401(k) plan with company match.
- Education stipend to support professional growth and development.
- Remote work stipend to support an effective home working environment.
- Transparent and collaborative company culture focused on learning, innovation, and impact.
- Opportunity to work with a talented team and contribute to products used by leading global organizations.
As the Director, Mid-Market Customer Success, you will lead the strategy and execution of customer success initiatives for the mid-market segment. You will be responsible for improving retention, driving expansion opportunities, developing a high-performing team, and ensuring customers achieve measurable value from the platform.
Requirements:
The ideal candidate is an experienced SaaS customer success leader with a strong track record of driving retention, customer growth, and team performance. You should combine strategic thinking with operational expertise and have the ability to build trusted relationships with customers and internal stakeholders.
Benefits: