Director of Customer Success

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Lead the Retailer Success organization, owning commercial CS outcomes end to end, including net revenue retention, gross revenue retention, expansion GTV, adoption velocity, CSAT, and renewal performance.
• 2
  Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping Principal Growth Strategists.
• 3
  Manage senior managers leading Account Growth Manager pods, setting standards for QBR quality, growth planning, executive engagement, and renewal execution.
• 4
  Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination and with the Director of Retailer Delivery on the implementation-to-success motion.
• 5
  Define and enforce the L7 boundary, ensuring L7s focus on retailer-executive engagement and growth strategy.

RequirementsAI-extracted

• 8+ years of enterprise customer success, account management, or post-sale leadership experience at a B2B SaaS or enterprise technology company.
• Direct, accountable leadership of a customer success organization, with a track record of managing managers and owning a CS book or post-sale P&L of meaningful scale.
• Proven success operating in a BD-led commercial environment, with experience designing and operating tiered CS coverage models.
• Hands-on experience hiring senior consultative talent, with a clear point of view on profile, comp, and ramp.
• Strong working knowledge of the implementation-to-success seam and experience transforming a CS function from reactive enablement into proactive business advisory.

Perks & BenefitsAI-extracted