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Director of Customer Success
Job
Advanced Tech Placement
Farragut, TN (In Person)
Full-Time
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Job Description
We are looking for a Director of Customer Success to lead the strategic direction and operational execution of the Customer Success function, ensuring strong client adoption, measurable value realization, and long-term retention across the portfolio. The Director of Customer Success is responsible for driving customer health, expansion opportunities, and renewal performance while leading a high-performing Success team that delivers proactive engagement and outstanding client experiences. This role directly contributes to revenue protection, growth, and overall customer lifetime value. Responsibilities Define and execute a customer success strategy to drive retention, adoption, and expansion across brands. Align segment strategy with executive priorities to ensure scalability and operational efficiency. Lead, coach, and develop high-performing Success representatives and teams; build succession pipelines. Establish scalable lifecycle playbooks for adoption, renewal, and growth. Implement health scoring, risk mitigation, and engagement frameworks to improve retention outcomes. Partner cross-functionally (Product, Sales, Marketing, Revenue Operations, Finance) to optimize customer experience and identify revenue opportunities. Represent the voice of the customer in discussions and strategic planning. Own and report on core success metrics (Logo Retention, NRR, NPS, adoption). Use analytics to forecast churn, identify trends, and implement proactive retention initiatives. Drive operational scale through automation, digital programs, and CRM optimization. Lead QBRs and executive reporting, providing data-driven insights and performance recommendations. Champion continuous improvement, innovation, and change management across the success landscape Ensure compliance with company policies, training standards, and data governance requirements. Requirements 5-7+ years of progressive experience in Customer Success, Account Management, or SaaS leadership roles. 3+ years of experience leading and developing managers in a multi-brand or multi-product environment. Demonstrated ownership of retention and revenue metrics, including Net Revenue Retention (NRR), logo retention, and expansion performance. Proven experience building scalable lifecycle frameworks, segmentation strategies, and health scoring models. Strong analytical capability with experience using CRM and reporting tools (e.g., Salesforce) to drive performance insights and forecasting. Experience partnering cross-functionally with Product, Sales, Marketing, Finance, and Revenue Operations. Demonstrated ability to lead organizational change and drive operational improvement initiatives. Excellent executive communication skills, with experience presenting performance data and strategic recommendations to senior leadership. Additional Desirable Qualifications Excellent written and verbal communication skills Excellent time management skills Excellent initiative and sound decision-making ability Ability to sit for prolonged periods at a desk and work on a computer. Must be able to lift up to 15 pounds at times. Ability to travel as needed.