Director, Customer Success
Gravyty
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Job Level
About the role
- Lead, coach, and manage a team of Customer Success Managers
- Own customer retention, renewal, and expansion outcomes across segments
- Set customer success strategy, segmentation, and engagement models
- Establish success metrics, health scores, and operating rhythms
- Partner with Sales on handoffs, renewals, and expansion opportunities
- Collaborate with Product, Support, and Marketing to address customer needs and feedback
- Identify churn risks and drive proactive mitigation strategies
- Scale processes, playbooks, and tooling to support growth
- Build strong relationships with key Customer decision makers and act as a point of escalation as needed
Requirements
- 8+ years of B2B SaaS Customer Success or Account Management experience
- 3+ years of people management experience
- Proven track record of driving retention and expansion
- Experience leading Enterprise customer segments and executing on complex renewals
- Strong analytical, communication, and coaching skills
- Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus
- Ability to balance strategic thinking with hands-on execution
- Collaborative leader with a bias toward action and continuous improvement.
Benefits
- Health insurance
- Performance bonuses
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaScustomer retentioncustomer success strategysuccess metricshealth scoreschurn risk mitigationprocess scalingplaybook developmentanalytical skillscoaching skills
Soft skills
leadershipcommunicationcollaborationstrategic thinkinghands-on executionrelationship buildingproblem-solvingcontinuous improvementbias toward actionteam management