Director, Customer Success
Formstack
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Colorado • United States
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Salary
💰 $210,000 - $235,000 per year
Job Level
About the role
- Own the overall strategy, performance, and outcomes of the Customer Success organization, driving retention, growth, and customer value.
- Lead, develop, and scale Customer Success Managers, setting clear expectations and career paths.
- Establish and optimize scalable Customer Success processes, operating models, onboarding motions, digital touch, and success motions across segments.
- Serve as executive sponsor for strategic and at-risk customers, ensuring strong executive relationships and outcomes.
- Partner with Sales leadership on account strategy, renewals, and expansion alignment.
- Act as the senior voice of the customer, influencing Product and Engineering priorities with data-driven insights.
- Partner with CS Ops / Rev Ops to define KPIs, forecasting, reporting, and CRM best practices.
- Use data and customer insights to identify trends, mitigate risk, and continuously improve customer experience.
Requirements
- 5+ years of people management experience, including managing managers or senior Customer Success leaders
- 8+ years of experience in Customer Success, Account Management, Consulting, or a related SaaS role
- Proven track record of scaling Customer Success organizations and improving retention, customer health, and expansion outcomes
- Strong executive presence with the ability to influence senior stakeholders internally and externally
- Deep experience designing and operationalizing CS processes in a SaaS environment
- High comfort level with data, metrics, forecasting, and CRM systems (Salesforce or similar)
- Willingness to travel periodically for customer meetings, team collaboration, or company events.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
Customer Success managementAccount ManagementConsultingSaaSKPI definitionForecastingReportingData analysisProcess designOperationalization
Soft Skills
LeadershipInfluencingExecutive presenceRelationship buildingCommunicationStrategic thinkingProblem-solvingTeam developmentCustomer advocacyCollaboration